Customer Success Specialist

Terms: Full-time contract position

Schedule: Flexibility to choose your working hours. We ask that your availability coincides with the US Eastern time zone at least 10 hours per week for global team related communications.

Responsibilities may also require that you coordinate your availability with customer, partner, and client working hours.

Reports to: Chief Product Officer

About the role: We are seeking a dedicated Customer Success Specialist to join our team. This role is pivotal in creating, maintaining, and improving our user-facing documentation and knowledge base. The ideal candidate will be responsible for understanding our products in-depth, liaising with engineers, and translating technical details into user-friendly resources. Additionally, this role involves direct communication with users, managing inquiries, and championing customer needs within the organization.

Responsibilities: Documentation and Knowledge Base Management

  • Learn and comprehend the functionality of our suite of software products.
  • Collaborate with product management and engineering teams to gather accurate product information.
  • Develop and maintain clear, concise, and user-friendly knowledge base articles and documentation.
User Communication and Support
  • Manage user communications, including overseeing the inbox and routing inquiries and issues to the appropriate teams.
  • Provide timely and empathetic responses to user queries, ensuring a high level of customer satisfaction.
Bug Reporting and Tracking
  • Reproduce and log software bugs, working closely with the development team for resolution.
  • Monitor and track bug reports, ensuring they are addressed in a timely manner.
Customer Advocacy and Feedback Analysis
  • Act as a customer advocate within the organization.
  • Gather and analyze user feedback to advocate for UX and functionality improvements.
  • Prepare reports and summaries to communicate customer needs and suggestions to the product development team.

Candidate Qualifications:

  • Excellent written and verbal communication skills in English and Spanish. Additional languages are a plus.
  • Strong technical aptitude and the ability to quickly learn new software.
  • Experience in customer support, technical writing, or a related field.
  • Proficiency in managing and prioritizing multiple tasks.
  • A customer-centric mindset with a focus on delivering exceptional service.
  • Ability to collaborate effectively with cross-functional teams.