Customer Success Specialist - Remote

Overview

As a Customer Success Specialist, you will primarily focus on assisting our clients with their day-to-day needs and inquiries related to Bryq, our online assessment platform. This role emphasizes front-line support, following existing processes and documentation, and maintaining some client relationship support responsibilities such as routine check-ins and ensuring client satisfaction.

In Short

• Act as the first point of contact for client inquiries via email, chat, or phone.
• Follow established support procedures to diagnose and resolve common issues.
• Escalate complex or technical problems to senior team members or specialized departments, ensuring proper follow-up.
• Log all support interactions in the ticketing system to maintain accurate records and track resolution times.
• Utilize existing checklists, FAQs, and knowledge base articles to guide client interactions and ensure consistent service.
• Maintain up-to-date client records, following company protocols for data entry and documentation.
• Conduct routine check-ins with assigned clients to confirm they are satisfied and using the platform effectively.
• Support the onboarding process by guiding new clients through established steps and providing relevant documentation.
• Work closely with senior Customer Success, Product, and Technical teams to relay client issues or feature requests.
• Attend team meetings to stay informed about product updates and changes in processes or documentation.

Requirements

• Strong communication skills.
• Experience in customer support or client relations.
• Ability to follow processes and documentation.
• Problem-solving skills.
• Familiarity with ticketing systems.
• Team collaboration skills.

Benefits

• Opportunity to work with a dynamic team.
• Professional development opportunities.
• Flexible working environment.