Customer Support Specialist

Customer Success Manager (CSM) Support Specialist

Job description

Job Summary:

The **Customer Success Manager (CSM) Support Specialist** will assist the Customer Success team in ensuring that customers derive maximum value from our products or services. This role involves supporting CSMs with customer onboarding, ensuring timely and effective communication with clients, troubleshooting and resolving issues, and maintaining customer satisfaction. The ideal candidate will be proactive, have excellent communication skills, and be able to manage multiple tasks efficiently in a fast-paced environment.

Key Responsibilities:

1. Customer Onboarding & Setup

• Assist CSMs with onboarding new clients, including account setup, training, and ensuring smooth integration of our products/services into the clients business operations.

• Provide support to customers during the onboarding phase to ensure a seamless transition.

• Collaborate with CSMs to ensure that onboarding milestones are met on time and that customers are satisfied with the setup process.

• Ongoing Customer Support & Relationship Management

• Provide day-to-day support to customers as requested by the CSM, ensuring their questions are answered and issues are resolved promptly.

• Help with tracking customer usage patterns, product engagement, and overall satisfaction.

• Assist CSMs in identifying any potential risks or opportunities to increase customer retention and loyalty.

• Problem Resolution & Issue Tracking

• Assist in troubleshooting customer issues, working closely with technical teams or product support to resolve technical or service-related problems.

• Maintain and update customer issues in the company's ticketing or CRM system, ensuring all requests are tracked, escalated, and followed through.

• Communicate progress and resolutions to customers in a timely and professional manner.

• Customer Training & Education

• Help facilitate training sessions for customers, ensuring they understand the features and capabilities of our products/services.

• Create and manage support materials, user guides, and FAQs for customers.

• Assist in organizing customer webinars, product demos, and training events to enhance customer knowledge and success.

• Reporting & Documentation

• Monitor customer health and satisfaction metrics (e.g., NPS, CSAT) and help generate reports for CSMs.

• Assist in compiling data and feedback for quarterly or annual business reviews with customers.

• Track product usage, onboarding progress, and customer feedback to identify opportunities for improvement or additional support.

• Collaboration & Communication

• Work closely with the Customer Success Managers to ensure customer needs are met and that the CSMs are well-supported in their efforts to maintain customer relationships.

• Collaborate with sales, technical support, and product teams to address any challenges or opportunities.

• Ensure that customers are kept informed about product updates, new features, or any changes that may impact them.

• Customer Retention & Upsell Support

• Help CSMs track renewal dates and assist in preparing renewal documents.

• Support CSMs in identifying upsell opportunities, ensuring customers are aware of additional features or services that may benefit them.

• Proactively reach out to customers at risk of churn, gathering feedback and working with the CSM team to retain them.

Requirements:

Education & Experience:

• Bachelor's degree in Business, Marketing, Communications, or a related field.

• Experience in a **customer support**, **customer success**, or **account management** role (1-2 years of experience preferred).

• Familiarity with **CRM systems** (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Zendesk).

• Knowledge or Experience in Digital Marketing

Technical Skills:

• Comfortable using **Microsoft Office Suite** or Google Workspace for documentation and communication.

• Basic understanding of the company's product/service offerings.

• Ability to troubleshoot minor technical issues and escalate to the appropriate team when necessary

Language Skills:

• **Fluency in English** (both spoken and written) is required.

• Additional languages may be a plus depending on the company's customer base.

Soft Skills:

• **Strong communication skills** (both written and verbal) with the ability to simplify complex concepts for customers.

• Customer-oriented with a focus on delivering excellent service and building strong customer relationships.

• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.

• Ability to work in a team-oriented environment while also being able to work independently when required.

• Problem-solving and critical thinking skills to quickly identify and resolve customer issues.

Preferred Qualifications:

• **Experience in SaaS** (Software as a Service) or technology companies is highly desirable.

• Knowledge of customer success metrics and KPIs, including NPS, CSAT, etc.

• Ability to conduct customer training sessions or webinars.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for career growth and professional development.

• A collaborative and supportive work environment.

• Flexible working arrangements (remote work options, flexible hours).

Job Types: Full-time, Permanent

Benefits:

• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person