Customer Success Associate (Technical Support Level 1 or 2)

Wordly; Los Altos (CA); Hybrid; CAD 74,000 - 106,000; Full time

Job summary

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers succeed on the front lines of our support processes, turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, manage our ticketing and customer resolution process as well as our emergency phone line.

You will also receive a variety of materials which you will prepare and process using our suite of glossary development tools.

Qualifications

• Excellent communication skills and ability to work with customers remotely.
• Strong analytical mindset and data-driven approach.
• Research skills for information gathering and validation.
• Attention to detail in glossary development and data handling.

Responsibilities

• Glossary Development: solicit materials from customers, prepare data, process materials using glossary tools, review glossaries.
• Provide technical and consultative support to customers and guide best practices with Wordly.
• Frontline Support: triage inbound requests and use knowledge bases to provide accurate answers.
• Assist Sales with data requests and ensure accurate reporting to stakeholders.

Skills

Excellent communication skills

Data analysis

Research skills

Attention to detail

Self-starter

English proficiency

Tools

Glossary development tools

Ticketing system

Job description

Join Wordly's fast-growing global team!

Wordly is seeking a

• We are an energetic and dynamic startup growing fast in a hot market.
• We have a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• We are a team of industry veterans and senior tech pros who prioritize performance and ease of use over anything else.
• We embrace remote work and a great work-life balance.

Join Wordly's fast-growing global team!

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers achieve success being on the front lines of our support processes and by turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, manage our ticketing and customer resolution process as well as our emergency phone line. You will also receive a variety of materials which you will prepare and process using our suite of glossary development tools. Success for you means helping our clients deliver flawless events!

Why join Wordly?

• We are an energetic and dynamic startup growing fast in a hot market.
• We have a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• We are a team of industry veterans and senior tech pros who prioritize performance and ease of use over anything else.
• We embrace remote work and a great work-life balance.

Who you are:

• You’re a recent graduate looking to get started in AI and the tech industry
• You’re used to working with data from a variety of resources
• You have a strong understanding of databases and working with large amounts of data
• You’re an expert researcher
• You’re a self-starter who always looks to take your work to the next level
• You’re eagle-eyed and have a strong attention to detail
• Strong English skills both written and verbal are critical to success. Internally, English is our designated language for team communication and our customers primarily communicate with us in English too. Speaking other languages is an asset (we are an interpretation company, after all!)
• We work remotely. You can be located anywhere in the US, Canada, or the UK. Your hours will be aligned closest to GMT working hours.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.

But most of all: You’re excited about joining a team that works hard and cares about delivering awesome results!

What you’ll be doing:

Glossary Development (70%)

• Solicit and receive program materials from customers
• Prepare materials for processing
• Process materials using our suite of glossary development toolsReview and validate processed glossaries, including via human and machine testing
• Provide technical and consultative support to our customers
• Guide customers on best practices when using Wordly
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.

Frontline Support (30%)

• Triage inbound support requests
• Use internal and public-facing knowledge bases to provide timely and accurate answers to support requests
• Assist the Sales team with data requests

As Wordly is growing rapidly, applicants may be retained and evaluated for additional open positions.

Located in Los Altos, California, Wordly is an exciting tech startup that is looking to grow its engineering and GTM teams! From virtual meetings to large, in-person conference venues, Wordly strives to provide high quality, real-time translation services in 50+ languages to anyone, anywhere.

Wordly caters to numerous customers around the world which include local organizations and businesses; government entities; Fortune 500 companies; and much, much more. While this is a fully remote position, office space in Los Altos, California is available for San Francisco Bay Area residents that wish to utilize it.

To learn more about Wordly visit www.wordly.ai and follow us on our LinkedIn page.