Customer Success Specialist

Too Lost Llc; New York (NY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Too Lost LLC in New York is seeking a proactive Customer Success Specialist to join our Operations team. You will own complex customer interactions, apply deep product knowledge, and influence product improvements while mentoring others.

This role emphasizes owning support areas, surfacing insights from feedback, and collaborating with leadership to streamline processes and elevate the customer experience. Strong written communication and the ability to work independently in a fast-paced

Qualifications

• 3+ years of experience in customer support or customer success.
• Experience in fast-paced or technical environments.
• Ability to work independently and prioritize effectively.
• Excellent written communication with empathy.
• Proactive in identifying trends and improvements that enhance the customer experience.

Responsibilities

• Resolve complex customer inquiries requiring deep product expertise.
• Own and refine specific support areas for accuracy and quality.
• Identify patterns in customer feedback and surface root causes.
• Partner with Senior Specialists and leadership to improve workflows and influence product evolution.
• Mentor contractors and elevate team performance.
• Proactively reduce inbound support volume by improving self-service resources and documentation.

Skills

Customer Support

Customer Success

Problem Solving

Written Communication

Ambiguity Management

Job description

Too Lost is looking for a proactive, experienced Customer Success Specialist to join our Operations team in New York.

The Customer Success Specialist plays a pivotal role in delivering exceptional customer experiences while shaping the future of our platform. This is an opportunity for a seasoned support professional to take ownership of complex challenges, influence product improvements, and mentor others—all while making a meaningful impact on both our customers and our internal operations.

In this role, you won’t just solve problems—you’ll help define better ways of working, elevate the customer experience, and serve as a trusted voice between our users and product teams.

What You'll Be Doing

• Resolve complex and nuanced customer inquiries that require deep product expertise, critical thinking, and tailored solutions
• Own and continuously refine specific support areas, ensuring accuracy, consistency, and a high standard of service
• Identify patterns in customer feedback, uncover root causes of issues, and proactively surface insights that drive meaningful improvements
• Partner closely with Senior Specialists and leadership to enhance workflows, optimize processes, and influence product evolution
• Mentor and support contractors, helping to elevate team performance and foster a culture of learning and collaboration
• Proactively reduce inbound support volume by improving self-service resources, documentation, and internal tools

What We Are Looking For

• 3+ years of experience in customer support or customer success, ideally in a fast-paced or technical environment
• Strong understanding of platform workflows, support tools, and handling complex or edge-case scenarios
• Proven ability to work independently, prioritize effectively, and navigate ambiguity with confidence
• Exceptional written communication skills with a focus on clarity, empathy, and problem resolution
• A proactive mindset with experience identifying trends and driving improvements that enhance the customer experience

We believe in being upfront about compensation. The salary range listed is our anticipated range for this role, but where you land within it depends on your experience, skills, and what you bring to the table. We'll talk about compensation early in our process so we're all on the same page, and if there's a mismatch, we'd rather know sooner than later.

Too Lost LLC is an equal opportunity employer committed to building a diverse and inclusive team. We celebrate the backgrounds, perspectives, and experiences that make our work stronger and do not discriminate in hiring on the basis of race, color, religion, sex (including pregnancy, transgender status, and sexual orientation), national origin, age, disability, genetic information, or any other legally protected characteristic or status. We encourage candidates of all backgrounds to apply. For more information, please visit Know Your Rights .