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Position: Customer Success Specialist
Salary: 800-1200 USD/month (depends on skills and years of experience)
Working Hours: 8 hour workday M-F with at least 4 hour daily overlap with EST. Schedules ranging from a 5:00am EST start time to a 1:00pm EST start time (e.g. schedule could be 5:00pm - 1:00am PH time, or 1:00am - 9:00am PH time, etc.)
Holiday: US holidays
About the Company:
Our client, a new media company focused on the future of journalism and online storytelling, is seeking a Customer Success Specialist. You’ll collaborate with account management and newsroom teams to provide excellent service to external customers, ensuring on-time product delivery and prompt issue resolution. You'll also contribute to improving customer support processes.
Responsibilities:
- Provide exceptional customer support, responding promptly and professionally to customers through various communication channels.
- Follow up with customers and internal teams to ensure timely submissions and resolution of issues.
- Monitor customer statuses for on-time deliveries.
- Create client-facing materials and presentations.
- Update internal trackers for accurate records.
- Escalate client issues or questions to appropriate teams.
- Maintain customer interaction records and perform data entry tasks.
- Identify opportunities for improving workflow for enhancing the client experience.
- Assist with special projects and other duties as assigned.
- Excellent client relationship skills with 2+ years of experience in a customer support or similar role
- Experience with online media or related industries is a plus
- Fluent spoken and written English
- Effective problem-solving abilities
- Ability to multitask in a fast-paced environment
- Highly organized with excellent attention to detail
- Quick learner for new software
- Comfortable with remote work and having a flexible schedule
- Team player while also able to work independently
- Specific Technical Skills or Software Knowledge Needed:
- Proficient in Microsoft Office and Google Suite.
- Prior experience working in project management tools such as ClickUp.
- Familiarity with communication methods such as Gmail, Slack and Zoom.
- Experience working in CRM systems such as Hubspot or Salesforce is a plus.
- US holidays off
- PTO/vacation (10 days per year)
- Paid sick leaves (5 days per year)
