Customer Success Executive - Support
3 days ago
Description
• Manage customer inquiries, including troubleshooting, account management, and billing-related requests • Collaborate with cross-functional teams to drive customer success and streamline processes • Develop and maintain help articles, a knowledge base, and other self-service resources • Oversee and engage with community platforms, fostering positive interactions • Identify and implement improvements in processes and products to enhance customer satisfaction
Requirements
• At least 3 years of experience in Technical Support, Customer Success (Support), or Account management role (preferably in a SaaS/E-Commerce or Tech Product based company) • Strong troubleshooting skills and experience managing ticket using platforms like Zendesk or equivalent tools. • Experience handling subscription management, billing inquiries, escalations and refund handling process. • Experience creating help articles, managing knowledge bases, and maintaining a Help Center. • Excellent communication and interpersonal skills with the ability to convey technical information clearly. • Knowledge of ITIL standards and best practices for incident and problem management. • A proactive individual with experience in fast-paced environments or startups, who consistently seeks opportunities for improvement and thrives with minimal supervision. • Someone who is passionate about community and understands the importance of user and product-led growth. • Good command of English. • It would be good to have: Knowledge in Lottie animations, motion design, and Adobe tools (After Effects), and design tools such as Figma, Canva. • Familiarity with integrating animations in web and mobile platforms, including troubleshooting performance issues. • Background working with enterprise clients or managing motion design-related workflows. • Strong understanding of SaaS products, including troubleshooting application issues. • Certification in ITIL, Customer Support, managing enterprise customers or related disciplines is a plus.
Benefits
• Fully Remote Working Environment • Flexible Work Hours • A welcome gift and LottieFiles swagpack • Unlimited Leave Days • Medical Insurance • Generous learning budget • Gym membership • Co-working space membership
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