Customer Success Specialist (AVC - 05162502)

FarOutScout.com; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An innovative AI platform is seeking a Customer Support Manager to handle support tickets and enhance customer experience. Responsibilities include managing communications, tracking KPIs, and driving service improvements. Candidates should have a Bachelor's degree and experience in customer success or project management, with strong English communication skills. This is a full-time position offering competitive salary in Brazil.

Serviços

Competitive salary

Supportive work environment

Opportunities for growth

Qualificações

• Experience in customer success and ticket management, preferably in the SaaS or technology industry.
• Exceptional English communication skills, both written and verbal.
• Highly proactive and self-motivated.

Responsabilidades

• Create and manage support tickets for customer issues.
• Manage all customer email communications, ensuring effective responses.
• Track and report on KPIs related to customer support.

Conhecimentos

Customer success management

Ticket management

Project coordination

Communications

Organizational skills

Cross-functional collaboration

Formação académica

Bachelor's degree in Business Administration, Communications, or related field

Descrição da oferta de emprego

The client is a Y-combinator backed AI platform revolutionizing the HVAC, Plumbing, and Electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

Responsibilities

• Create and manage support tickets for issues or action items requiring follow-up, ensuring proper documentation and resolution.
• Manage all customer email communications, ensuring inquiries and concerns are addressed promptly and effectively.
• Provide feedback and insights to improve customer service quality and enhance the overall customer experience.
• Identify recurring customer issues and collaborate with internal teams to implement process improvements.
• Track and report on key performance indicators (KPIs) related to customer satisfaction and support efficiency.
• Coordinate and manage internal projects related to customer support, service delivery improvements, and cross-functional initiatives, ensuring timely execution and clear communication among stakeholders.

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience in customer success, ticket management, and project coordination or project management, preferably within the SaaS, home services or technology industry.
• Exceptional English communication skills, both written and verbal.
• Strong organizational skills with the ability to manage multiple customer inquiries, tickets, and follow-ups efficiently.
• Detail-oriented with the ability to create, assign, and track support tickets accurately through resolution.
• Ability to collaborate cross-functionally and drive tasks to completion.
• Familiarity with AI platforms and customer service tools is a plus.
• Highly proactive, self-motivated, and able to work independently in a fast-paced environment.

• Competitive salary range: $1,200 - $1,500/month (with potential for higher based on experience)

• Full-time (40 hours/week) position in the Eastern Standard Time zone
• Supportive and collaborative work environment
• Opportunity for professional growth and development