Customer Success Specialist

3 days ago

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Description

• As a Customer Success Specialist at Tsunami Express, you will help customers navigate their memberships, manage accounts, and ensure they feel valued during each interaction. • Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback. • Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting to document and improve processes that exist. • Work cross-functionally with operations and growth team members to resolve customer questions and issues. • Collaborate with the support team to identify patterns of customer pain points, refine support processes and improve the customer experience. • Assist with account updates, data management, and the analysis of customer support trends. • Document and track key learnings, ongoing issues, and share insights with other teams for visibility. • Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more.

Requirements

• Customer Empathy: You are an exceptional listener, in order to understand and respond to customer needs. You have a genuine desire to help others and resolve their issues. • Communication Skills: Top-notch written and spoken communication abilities. • Ownership and Dependability: A strong sense of responsibility and the ability to deliver consistent, reliable results. • Team Player: You are highly collaborative and thoughtful in your approaches, whether you’re working with your own team or cross-functionally. You build trust easily with colleagues. • Adaptability and Curiosity: Comfortable with ambiguity and eager to embrace new challenges. You aren’t afraid to get creative to help solve a new problem. You’re able to learn new tools with ease. • Growth Mindset: An eagerness to learn and grow within a fast-paced, evolving environment. This role is the first of its kind at Tsunami Express, and you will have the opportunity to help us build our support organization!

Benefits

• $650 per month • A robust vacation and PTO schedule