Customer Success Specialist

Reincubate; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the video app industry seeks a Customer Success Specialist to champion user experiences and drive satisfaction. You'll work remotely as part of a friendly team, focusing on user advocacy, product feedback, and building strong customer relationships. The position offers a dynamic environment with substantial autonomy and excellent benefits.

Benefits

25 days paid vacation

Flexible hours

Remote work opportunities

Share options

Healthcare benefits

Matched pension contribution

Home-office allowances

Professional development allowances

Qualifications

• Excellent communication skills and ability to advocate for users.
• Engaging, energising, and empathetic personality.
• Passion for creating delightful user experiences.

Responsibilities

• Ensure customers have a great experience and provide effective support.
• Advocate for users in product roadmap discussions.
• Develop resources to enhance user engagement with the product.

Skills

Communication

Empathy

Product Advocacy

Job description

We’re looking for a Customer Success Specialist to join our customer success team at Reincubate. You’ll work as part of our growing, fully-remote, and friendly team on the success of Camo, our app that helps people get incredible results with video.

As a Customer Success Specialist, you’ll be the frontline champion for our users—resolving issues, celebrating wins, and guiding them to success within our app. More than just solving problems, you’ll play a key role in amplifying the voice of our users, ensuring their feedback shapes the future of our product.

Our customers include teams at Apple, Google, Facebook, Microsoft, and Amazon, the world’s top universities, VIPs around the world, and plenty of people who just want to look better online. Our work has been recognised by HM King Charles III, the NYT, WSJ, and the BBC.

This role is probably right for you if you’re energised by helping customers succeed, and care deeply about their experience. We’re looking for someone remote, working within GMT or CET timezones.

Here’s Aidan, Reincubate’s founder, talking about the role:

You will:

• Ensure customers have a great experience, and that we’re offering the most appropriate support channels and effective self-service materials
• Advocate for users in our product roadmap and our internal and external testing
• Be a Camo power user; engaging with the product through the eyes of our customers and tenaciously seeking to improve their experience
• Develop and maintain evergreen and ad-hoc resources that support users to get the most out of the product and are responsive to their needs
• Build relationships with our customers and nurture them to become advocates

We will:

• Help you set up and contribute to a productive working environment, wherever you are: delight builds on delight
• Give you autonomy in your work, we trust you to solve hard problems well
• Help you settle into your role, manage your responsibilities, and grow as a member of the team: progress comes through sustainable growth
• Provide a space for you to share your opinions and ideas on any topic; integrity and openness are bedrocks of how we interact with one another and our users
• Provide excellent benefits: 25 days’ paid vacation, flexible hours, remote work, share options, healthcare, matched pension contribution, home-office & professional development allowances

You might suit this role if you:

• Have excellent communication skills and confidently advocate for things you believe in
• Are engaging, energising and empathetic; you care deeply about providing a delightful experience
• Have a passion for great products; friction, poor design, and unnecessary complexity irritate you
• Relate to our values: creating delight, “it just works”, sustainability, and integrity

You’ll maximise your chances when applying if you:

• Include a CV that gives us a great idea of who you are and what you’re about
• Take a little time to look at who we are, and what we’re looking for (see reincubate.com/about)
• Share any evidence of you doing the sort of things we’re looking for in your cover letter
• We recommend not using AI to write your application; this tends to result in similar-looking applications that make it harder for us to learn about you (we don't use AI in screening applicants, a real person reads every application)