Customer Success Specialist

Commerce7 Platform Inc.; Canada; Remote; CAD 45,000 - 65,000; Full time

Job summary

A leading company in the SaaS industry is seeking a Customer Support Specialist to enhance client relationships and improve user experience. The role involves addressing customer inquiries, creating help articles, and collaborating with the development team. Ideal candidates will have strong communication skills, problem-solving abilities, and experience in a customer-facing role.

Qualifications

• Experience working in a SaaS business.
• Experience in a customer-facing online role.

Responsibilities

• Answer support tickets and live chat inquiries through Hubspot.
• Educate clients on best practices to help them grow their business.
• Create help articles in Hubspot to expand our knowledge base.

Skills

Communication

Problem Solving

Teamwork

Technical Savvy

Customer Service

Job description

Commerce7 has acquired WineDirect's SaaS division. Learn More

Responsibilities:

1. Answer support tickets and live chat inquiries through Hubspot, ensuring customer questions and problems are addressed efficiently and effectively.
2. Educate clients on best practices to help them grow their business and succeed.
3. Create help articles in Hubspot to expand our knowledge base.
4. Identify, reproduce, and document bugs for the development team to address.
5. Work closely with the development team to understand, document, and communicate new features and updates to customers.
6. Collaborate on improving the platform UI for better usability for clients.
7. Participate in video conferences to discuss and resolve complex customer issues.

Skills & Competencies:

• Excellent written and verbal communication skills for explaining solutions and issues clearly.
• Strong problem-solving skills with the ability to work through challenges creatively.
• Team player who knows when to seek assistance from senior staff.
• Technically savvy with a desire to learn all nuances of our platform.
• Positive attitude and ability to perform under pressure.
• Ability to handle difficult customers, including those who are disgruntled or less tech-savvy.

Minimum Qualifications:

• Experience working in a SaaS business.
• Experience in a customer-facing online role.

Interested in creating better shopping experiences?

Schedule a demo with our team to see Commerce7 firsthand.