Customer Success Specialist

3 days ago

Apply Now

Receive Emails with Similar Jobs

Hireframe

WebsiteLinkedInAll Job Openings

Hireframe is a staffing company that specializes in providing nearshore and offshore talent to fill mission-critical roles for businesses. They offer on-demand recruitment services, focusing on roles such as Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe aims to save businesses time and money by staffing remote positions with skilled professionals from locations like Mexico and the Philippines. They offer a flexible recruitment model on a pay-per-hire basis and provide full-time dedicated team members as a service. Business leaders utilize Hireframe as a strategic partner in talent acquisition to meet growth targets and operational efficiency.

51 - 200 employees

🎯 Recruitment

🤝 B2B

👥 HR Tech

📋 Description

• We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. • This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. • You will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation. • This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform. • Provide ongoing tactical support to CS leads for high-touch customers. • Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses. • Track and document customer feedback, trends, and common pain points to inform internal teams. • Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through. • Identify upsell opportunities for low-touch customers and proactively flag them. • Oversee low-touch customers to ensure retention and satisfaction. • Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources. • Support the development of curriculum and training materials for LMS (Learning Management System). • Build onboarding and training collateral tailored to different customer segments. • Develop resources that align with the customer journey to drive adoption and retention. • Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.

🎯 Requirements

• 2+ years of experience in customer education, customer support, or a related role in B2B SaaS. • Excellent written and verbal communication skills – you can create clear, concise, and engaging content. • Strong project management and multitasking abilities – you can manage multiple priorities in a fast-paced environment. • Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office. • A problem-solver who thrives on helping customers and proactively improving processes. • Highly organized and detail-oriented, with a methodical approach to accomplishing tasks. • Experience working in a startup environment and the ability to adapt to evolving priorities. • Ability to ramp up quickly and take ownership of tasks with minimal supervision. • A proactive, customer-first mindset with a passion for delivering value. • Flexible hours to accommodate customer coverage across time zones.

🏖️ Benefits

• Permanent remote work flexibility • Paid Time Off • Health Maintenance Organization (HMO) coverage • Annual performance bonuses • Dedicated coaches offer an extra channel of support and skill-building • Opportunities for professional growth