Customer Support Specialist

Our client is an innovative high-growth SaaS business. They currently support 24,000 users in 32 countries globally and growing. Their Software product is well loved and they have a highly innovative long term product vision. With year-on-year growth, now is the time to get on board and make your mark in this already successful start-up story!

Your role

In support of their growth plans they need to scale their Customer Success team as their customer base is growing quickly. 

As a Customer Support Specialist, you will have the opportunity to make a real impact to the business by expanding customer accounts, increasing customer retention, solving customer issues, and driving customer satisfaction. 

Key to your success will be your ability to ensure the highest standard of customer experience, with the entire company.  

Some of your key responsibilities day to day will include:

• Daily Customer Support via chat tool, email and phone;
• Successfully on-board new clients;
• Identifying areas to improve the onboarding systems and processes;
• Providing valuable customer insights to the product team;
• Proactively identify ways they can make their customer experience even greater;
• Proactively engage at-risk customers.
• Supporting customers through the sales journey;
• Leading group and 1:1 online training webinars;
• Representing the customer during product planning;

About you

You are ambitious and thrive in fast paced customer centric environment. You are a team player and appreciate and practice transparency in the workplace. You work well autonomously and are eager to dive in and learn new things.  You will also bring:

• 3+ years experience within a Client Support/Customer Success role, preferably within a Technology/SaaS business;
• A passion for educating customers and solving problems;
• Technical aptitude and ability to quickly learn software programs;
• High level of attention to detail;
• Experience managing a busy workload and competing priorities and a demonstrated high level of initiative and autonomy;
• Strong analytical skills, with a strong focus on identifying and delivering solutions-based outcomes;
• A high level of written and verbal communication skills. 
• Flexibility to work in a hybrid working environment (remote and office based) as required.

This is an exciting opportunity with career development opportunities within the growing Customer Success team, or perhaps in another area of the organisation that you may have a passion for. 

Next Steps

If being part of a start-up excites you and you are looking to accelerate your career in Customer Success we would love to hear from you!

To Apply please click the Apply button to submit your CV.  For further information please email ***********@forwardsapp.com