Customer Success Representative

Bristlecone Companies, LLC; Portland (OR); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Health

Dental

Work-life balance

Autonomy

Job summary

Bristlecone Companies, LLC in Portland, Oregon is seeking a customer-focused, early-career professional to join our growing team as a first-line support specialist. You’ll work side-by-side with leadership and have direct access to our customers, helping fix issues and shape processes as we migrate to a new platform.

You’ll learn our legacy and new systems, catch issues before they escalate, and contribute to FAQs and workflows.

Qualifications

• Excellent written and verbal communication.
• Sharp attention to detail with a careful approach to work.
• Able to learn new tools and processes quickly without waiting for instructions.
• Stays calm and productive on busy days.
• Shows curiosity to improve and contribute ideas.

Responsibilities

• Be the first line of support for attorneys and trustees calling, emailing, and messaging in with real problems.
• Learn our legacy platform and the new system being built; assist migrating customers to the new platform.
• Catch small issues before they become big problems and document fixes.
• Notice patterns of issues and help build fixes, FAQs, or process changes.
• Reach out to customers who’ve gone quiet to prevent churn.
• Run customer migration from legacy to the new platform and support decommissioning of legacy system.

Skills

Clear communication

Attention to detail

Fast learner

Poise under pressure

Curiosity

Growth mindset

Job description

We're looking for someone who wants to build something with us.

Certificate of Service helps bankruptcy attorneys and trustees across the country handle one of the most tedious, high-stakes parts of their job: legal noticing. We're growing fast, we're profitable, and we're on the point of launching a new platform that took us two years to rebuild. We’re ready for our next phase. That means this role won't look the same in a year as it does today, and we’re looking for someone to grow with us.

You’ll be plugged in directly with leadership (literally sitting side-by-side) and you’ll have a direct line to our customers. If you see something broken, you get to help fix it. If you think up a better system, it becomes how the whole team does it. If you learn that a customer is struggling, you’ll have the authority and autonomy to send a gift and bring a smile to their face.

What you'll actually do:

• 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

What we’re looking for:

• 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.

No industry background needed. We’re not looking for someone who already knows the bankruptcy ecosystem (though if you do, that’d be a bonus). We’re looking for someone hungry, sharp, and ready to grow into an area that barely exists yet. You’ll help shape what it becomes.

Why COS:

• A growing, profitable company that cares about building the right things for the future.
• Health, dental, work life balance. All the good stuff.
• A recession-proof market.
• The autonomy to see your impact directly, and to grow into greater responsibility as the company grows