Customer Success Specialist

3 weeks ago

Vancouver, Canada Logo.com Full time

For this role, you'll primarily be responsible for managing our customer support channels which involve resolving customer queries, coordinating with internal and external teams, and creating content that explains the product/services we offer.

**What you'll do**:

- Provide timely responses and resolutions to inbound customer inquiries and complaints
- Coordinate between customers, the internal product/development department, and external partners to find a solution for the customer's concern.
- Collect customer feedback through NPS, surveys, and feedback calls and share it with the team.
- Maintain a database of feature requests, complaints, and comments from customers.
- Share weekly reports on top customer queries and how they were handled.
- Perform other duties as assigned.

**Requirements**:
**Must haves**
- 3+ years of customer service or customer-facing experience
- Ability to read, write, and speak English fluently
- Excellent organizational, written, and oral communication skills
- An aptitude for conflict resolution with the ability to reassure, direct, and diffuse emotional and/or difficult customers
- Ability to use Google Translate and communicate with users in their preferred language
- Ability to thrive in a fast-paced environment where change and ambiguity can exist
- The ability to evaluate, troubleshoot, and follow up on customer issues
- Be a self-learner - the ability to pick up new skills and tools to perform your job without much assistance.
- Open to feedback; someone who is willing to learn and grow
- Be autonomous at your work. We value proactiveness and time management

**Nice to Have**
- Live in Metro Vancouver - We have regular coworking sessions, and it would be great if you could join too
- Experience with common customer support tools such as HelpScout
- Knowledge of various software products including Slack and Asana
- Multilingual (English, French, Spanish, etc.)

**Benefits**
- Group medical plan (where available)
- Monthly expense allowance for coffee and snacks, gym memberships, or home exercise equipment, books, courses, and certifications.
- At least one annual meetup, COVID permitting.
- Conferences and/or courses paid for pending approval.
- Aside from meetups and occasional coworking days, completely remote work with your own schedule.

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