Customer Success Associate (Technical Support Level 1 or 2)

Wordly.ai; United States; Remote; USD 52,000 - 72,000; Full time

Benefits offered by this job

Remote work

Work-life balance

Job summary

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to join its fast-growing global team, manage our ticketing and resolution process, and prepare materials using our glossary tools.

You will split time between Glossary Development (70%) and Frontline Support (30%), provide technical guidance, and assist with data workflows, all while working remotely with GMT-aligned hours from the US/Canada/UK.

Qualifications

• Recent graduate aiming to start a career in AI and tech.
• Experience handling data from a variety of resources.
• Strong understanding of databases and large data handling.
• Expert researcher with keen investigative skills.
• Self-starter who seeks to elevate work.
• Eagle-eyed with strong attention to detail.
• Excellent English skills; communication in English as primary.
• Remote work with hours aligned to GMT; US/Canada/UK locations.
• High enthusiasm, curiosity, initiative, commitment, professionalism.

Responsibilities

• Glossary Development: solicit materials from customers.
• Prepare materials for processing and run through development tools.
• Review processed glossaries with human and machine testing.
• Provide technical and consultative support to customers.
• Guide customers on best practices when using Wordly.
• Assist Success Team with workflows and data for reporting.
• Frontline Support: triage inbound requests.
• Use knowledge bases to deliver timely, accurate answers.
• Assist Sales with data requests.

Skills

Recent graduate

Strong English (written & verbal)

Understanding of databases

Working with large data

Expert researcher

Self-starter / initiative

Attention to detail

Remote/Willing to align to GMT hours

Job description

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 tools
• Review 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.