Customer Success Associate, Contract, Part-Time
Job Description:
- Respond to customer inquiries in a timely, empathetic, and accurate manner, with a strong focus on resolving issues on first contact
- Troubleshoot login issues, account access problems, subscription questions, and app functionality concerns
- Investigate reported issues by reviewing user data, account history, and internal tools to determine root cause
- Use internal portals and admin tools to update account settings, correct user information, and resolve billing-related issues
- Clearly explain app functionality, limitations, and workarounds in a way that is easy for non-technical users to understand
- Identify when an issue cannot be resolved immediately and escalate appropriately, providing clear documentation and context to the next team
- Follow up with customers on escalated issues to ensure resolution and maintain a positive experience
- Stay informed on known bugs, outages, and product changes to provide accurate and consistent responses
- Handle sensitive or frustrated customer interactions with patience, professionalism, and care
- Recognize repeat issues or common questions and flag them for documentation or internal review
- Convert recurring questions into clear, concise FAQ or Help Center articles
- Assist customers participating in betas by answering questions, collecting issue reports, and relaying feedback
- Adhere to response time and quality standards while managing multiple conversations efficiently
- Document customer interactions accurately to ensure continuity and context for future support
Requirements:
- Excellent written communication with perfect grammar
- Efficient while being empathetic
- Strong problem-solving skills
- Comfortable with using technology, apps, and social media
- 1+ years of customer support experience
- Experience with ticketing software, such as Zendesk and JIRA
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