Customer Success Specialist - Remote

Overview

The Customer Success Specialist at Documo is responsible for providing expert service and support to customers, ensuring a delightful experience while resolving issues and answering questions.

In Short

• Serve as the front line contact for customer accounts.
• Assist customers in troubleshooting and resolving product questions.
• Provide timely follow-up and communication until ticket resolution.
• Meet or exceed internal expectations on response and resolution times.
• Take ownership of customer issues until resolved.
• Collaborate with team members to strategize customer meetings.
• Create or update documentation for customer-facing knowledge base.
• Support and train other team members as needed.
• Work towards maintaining a high customer satisfaction score.
• Engage in continuous learning about the platform to enhance customer service.

Requirements

• Skilled customer service professional with a passion for helping customers.
• Great communication skills with clarity and empathy.
• Basic knowledge of Documo and its products.
• Ability to manage time effectively and prioritize tasks.
• Experience in a similar customer support role is a plus.
• Ability to work collaboratively with team members.
• Understanding of customer needs and proper troubleshooting steps.
• Experience with ticketing systems is preferred.

Benefits

• Competitive benefits including medical, dental, vision, and 401k.
• Annual performance reviews with merit increases.
• Annual company trips.
• Equity in the company.
• Flexible work environment.
• Supportive and inclusive company culture.