Remote Customer Success Specialist

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Remote Customer Onboarding Specialist. In this crucial role, you will play a significant part in ensuring that new customers successfully adopt and utilize our product effectively. The impact of your efforts will contribute to customer satisfaction and long-term relationships, fostering an environment where users can maximize their use of the product. The role is particularly well-suited for individuals who excel in clear communication and thrive in a remote, dynamic setting. Collaboration across functions will be essential as you assist customers throughout their journey. We are looking for a proactive problem solver who is excited about helping others succeed.

In Short

• Lead the onboarding and implementation process for new customers by creating and executing personalized onboarding plans that drive fast adoption and measurable value.
• Serve as the primary point of contact for clients after signup, acting as a trusted advisor who understands client goals.
• Train new clients on product features, workflows, and best practices through live sessions and clear written documentation.
• Handle incoming customer support requests through Intercom, resolving issues efficiently and escalating when necessary.
• Translate complex or technical information into clear, practical explanations to ensure clients feel confident using the product.
• Gather customer feedback and communicate insights to Product, Engineering, and Operations teams.
• Collaborate closely with cross-functional teams via Slack to troubleshoot issues and resolve problems quickly.
• Identify opportunities to enhance customer satisfaction and account growth while maintaining strong relationships.

Requirements

• Strong English communication skills (written and spoken).
• Bilingual proficiency in Spanish or Russian preferred.
• 5+ years of experience in customer success, support, or a related client-facing role, preferably within a SaaS environment.
• Strong background in SaaS onboarding and customer training.
• Ability to translate technical information into clear explanations.
• Customer-first mindset with a proven track record in resolving client issues.
• Highly tech-savvy with the ability to learn and adopt new tools rapidly.
• Experience using Intercom for support and Slack for communication preferred.
• Ability to remain calm under pressure and effectively problem-solve.
• Highly organized and self-motivated, capable of working independently.
• Ability to execute instructions accurately and timely.
• Experience in a fully remote environment with availability during EST time zone.
• Proficiency in Microsoft Office and Google Workspace preferred.

Benefits

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Great work environment with potential for growth.