Customer Success Representative

Jobtailor; Portland (OR); On-site; USD 45,000 - 60,000; Full time

Job summary

Jobtailor in Portland, Oregon is seeking a dedicated customer support professional to be the first line of contact for attorneys and trustees, handling inquiries by phone, email, and chat. This role requires clear communication and a calm, professional demeanor under pressure.

You will learn both our legacy platform and the new system, assist with migrating customers, catch issues early, identify patterns for fixes, and contribute to FAQs and process improvements to prevent churn.

Qualifications

• Excellent written and verbal communication, able to explain complex concepts clearly.
• Strong attention to detail to prevent small issues from becoming bigger problems.
• Fast learner with a willingness to pick up new tools and systems quickly.
• Calm, steady under pressure and able to stay productive on busy days.
• Curiosity to improve processes and the courage to contribute ideas.
• Team player with flexibility to collaborate in a small team.

Responsibilities

• Be the first line of support for attorneys and trustees via phone, email, and chat.
• Learn our legacy platform and migrate customers to the new system.
• Catch issues early and help create better FAQs or processes.
• Identify patterns and flag improvements to the team.
• Reach out to customers who've gone quiet to reduce churn.
• Run customer migrations with a focus on decommissioning legacy software.

Skills

Customer Support

Attention To Detail

Communication Skills

Problem Solving

Adaptability

Job description

• Be the first line of support for attorneys and trustees calling, emailing, and messaging in with real problems


• Learn our systems inside and out, including a legacy platform and a new one we're actively building. Help migrating customers from the legacy system to the new one


• Catch small issues before they become big ones (in this industry, a small mistake can mean real legal consequences, so we take detail seriously)


• Notice patterns in what's going wrong and help build the fixes, whether that's a better FAQ, a process change, or flagging something to the team


• Reach out to customers who've gone quiet before they churn


• Run our customer migration from the legacy product to the new one, with an eye toward EOL’ing our legacy system

Requirements

• Someone who communicates clearly and directly, in writing and out loud, and treats people like people, not tickets


• Sharp attention to detail. You catch the small thing before it becomes the big thing


• A fast learner who isn't afraid of new tools or systems and figures things out without waiting to be told exactly what to do


• Someone steady under pressure who doesn't get rattled on a busy day


• Curiosity to keep getting better, optimism to power change, and the courage to bring your own ideas to the table


• Flexibility to work with and on a small team, and the willingness to buckle down and get things done.

Core Competencies

Demonstrates strong communication skills, both written and verbal, while maintaining sharp attention to detail and the ability to learn new systems quickly. Capable of managing customer migrations and identifying patterns to improve processes in a fast-paced environment.

Highest-signal resume keywords

• Customer Support


• Attention To Detail


• Communication Skills


• Problem Solving


• Adaptability

ATS Optimization Keywords

Hard Skills

• Customer Migration


• Legacy System Management


• Process Improvement

Soft Skills

• Clear Communication


• Curiosity


• Optimism


• Steady Under Pressure


• Team Collaboration

Industry Keywords

• Legal Support


• Customer Churn Prevention


• FAQ Development