Customer Success Agent (English-Speaking)

Rayyan Systems Inc.; Cambridge (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Reimbursement toward health/fitness expenses

Learning and development reimbursement benefit

Flexible working hours

Job summary

A pioneering AI SaaS startup is seeking a Customer Success Agent to empower users and streamline support experiences. The role involves customer onboarding, managing support tickets, and conducting training webinars, with an emphasis on efficiency and collaboration. Candidates should have 2+ years in customer success roles and a passion for customer education. This is a fully remote position offering flexible working hours and various benefits.

Qualifications

• 2+ years in Customer Success, Support, or SaaS roles.
• Experience using CRM tools; Zoho CRM is a plus.
• Ability to host and facilitate webinars or online training.

Responsibilities

• Respond to customer inquiries via Zendesk.
• Guide customers through onboarding journeys and ensure their success.
• Create and maintain knowledge base articles.
• Monitor customer health, engagement, and proactively address challenges.

Skills

Fluency in English

Zendesk

CRM (Zoho CRM preferred)

Webinar tools

Microsoft Office 365

Ability to adopt new tools quickly

Fluency and literacy in additional languages

Job description

Customer Success Agent (English-Speaking)

Rayyan is an AI SaaS Startup company that develops a research collaboration platform featuring an AI‑assisted workflow to accelerate the searching, extracting and synthesizing of relevant information from research studies, informing evidence‑based decision‑making, including in evidence‑based medicine.

This is a remote position.

Job Description

Rayyan Systems, Inc. is seeking a Customer Success Agent to join our growing team. The ideal candidate will be passionate about empowering users, streamlining support experiences, and contributing to the foundation of our Customer Success function. The role will support customers through onboarding, support tickets, training webinars, and ongoing value realization, with a strong emphasis on efficiency and knowledge‑sharing.

Key Responsibilities

• Respond to customer inquiries via Zendesk
• Guide customers through onboarding journeys and ensure their success
• Prepare users for upgrades, renewals, and feature adoption milestones
• Create and maintain knowledge base articles
• Host webinars and training sessions to support user enablement
• Identify and implement AI/automation tools to streamline support workflows
• Monitor customer health, engagement, and proactively address challenges
• Gather user feedback and collaborate with Product and Engineering
• Contribute to building the Customer Success function and internal playbooks

Qualifications

• Fluency in English
• 2+ years in Customer Success, Support, or SaaS roles
• Familiarity with Zendesk or similar support platforms
• Experience using CRM tools; Zoho CRM is a plus
• Ability to host and facilitate webinars or online training
• Passion for customer education and lifecycle engagement
• Strong documentation and knowledge‑sharing mindset
• Process‑oriented with a drive to identify improvements and automation
• Collaborative team player who desires to help improve the customer experience

Skills

• Fluency in English
• Zendesk, CRM (Zoho CRM preferred)
• Webinar tools
• Microsoft Office 365
• Ability to adopt new tools quickly and AI‑based support systems
• Fluency and literacy in additional languages a plus

Why Join Rayyan.ai?

• Work on a meaningful product that impacts global research
• Join a mission‑driven and globally distributed team
• Help shape the Customer Success experience
• Flexible working hours and fully remote work culture
• Reimbursement toward health/fitness expenses
• Learning and development reimbursement benefit

Rayyan Systems is an equal opportunity employer.

Rayyan Systems, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.