Customer Success Specialist

July 24

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Okendo

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The customer marketing platform that builds connections between consumers and the brands they love.

ecommerce • social commerce • customer experience • customer engagement • customer reviews

11 - 50

💰 $26M Series A on 2022-07

Description

• Act as the primary point of contact delivering first-level support to merchants • Manage a ticket pipeline and resolve customer inquiries with accuracy and urgency • Coordinate incident resolution by troubleshooting and escalating complex matters • Research and evaluate merchant profiles for historical performance • Conduct value-oriented optimization meetings with merchants • Add value to customer experience with proactive messaging • Maintain Okendo product knowledge by attending regular product training • Manage and resolve customer inquiries to enhance customer success on behalf of CSMs • Adhere to tickets and SLAs for assigned tickets and emails • Complete follow-up communication and documentation after each interaction • Assist the success team with ad hoc requests if necessary

Requirements

• At least two years in a customer-facing role in a B2B company • Strong background in email/chat support • Written and spoken fluency in English • Previous experience in a technical environment with B2B customers • Experience with Shopify and previous experience with Hubspot or similar CRM • Strong sense of responsibility and accountability • Ability to grasp new concepts swiftly • Approach interactions with empathy, warmth, and an engaging demeanor • Proficiently manage time to ensure efficient task completion • Natural inclination to seek out solutions and find resolutions • Diligence and dedication to tasks • Sound judgment and a business-minded approach • Friendly, patient, and customer-focused attitude