Customer Success Specialist
3 weeks ago
Job Description: We are seeking a skilled Customer Success Specialist to join our team at Locus. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their satisfaction, and driving business growth.
About the Role: In this role, you will interact with customers to resolve complex support issues, communicate technical information, and provide account management functions. You will also troubleshoot and help solve customer inquiries, while providing exceptional service experiences. Additionally, you will become an expert on the Locus platform, educate customers on best practices, and contribute to our Help Centre articles.
Responsibilities:
- Interact with customers via telephone, email, and chat services to resolve complex support issues and account management functions.
- Communicate complex technical topics in a clear and understandable manner to customers.
- Troubleshoot and help solve customer inquiries, providing exceptional service experiences along the way.
- Become an expert on the Locus platform and educate customers on best practices.
- Contribute to our Help Centre articles and curate existing content to ensure customers have access to self-serve content.
- Analyze SLAs, response times, and open tickets to develop an effective and workable framework for managing and improving customer support.
- Provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis to develop and improve phone/ticket processes.
- Execute on team initiatives to improve internal processes and our customer experience as a whole.
Requirements:
- 2-4 years of experience in a customer-facing support business.
- Fluency in English, with excellent knowledge of business writing, grammar, and mechanics.
- Demonstrable problem-solving and troubleshooting skills, with a logical thought process.
- Good technical aptitude to ramp up on technical and business concepts.
- Good understanding of SaaS products or the logistics tech industry.
- Ability to work on Excel and experience working with REST APIs and Freshdesk Ticketing are a plus.
Additional Benefits: As a member of our team, you will enjoy a comprehensive Health Insurance policy, no leave restrictions, and the opportunity to make a meaningful impact in last-mile deliveries through technology.
About Locus: At Locus, every member is an owner and a leader, no matter their team or function. We believe in creating value each day and experiencing autonomy in all we do. Our biggest joy comes from the opportunity to create a legacy that outlasts us and revolutionize the supply chain realm through cutting-edge technology.
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