Customer Success Support Specialist

ArtCloud; Atlanta (LA); Hybrid; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Support Specialist, where your role is vital in empowering artists and galleries through exceptional support. This hybrid position combines user onboarding and initiatives to enhance customer satisfaction. You will build strong relationships, manage inquiries, and collaborate with internal teams to advocate for customer needs. If you are proactive, empathetic, and eager to make a direct impact on customer experiences, this opportunity is perfect for you. Enjoy a vibrant culture that prioritizes collaboration and innovation while working in a dynamic environment in Atlanta.

Benefits

Free snacks and drinks

Access to mentorship

Weekly happy hours

On-site parking

New Apple laptop

100% Employer-paid health insurance

Dental and Vision insurance

Company Sponsored 401k

Flexible PTO

Qualifications

• Proactive problem-solver with strong interpersonal skills.
• Experience in customer service or account management preferred.

Responsibilities

• Act as the front-line contact for customer support requests.
• Manage support inquiries and provide proactive product education.

Skills

Customer Service

Account Management

B2B Support

Problem Solving

Communication Skills

Education

1-2 years experience in customer service

Experience with SaaS platforms

Tools

Hubspot

CRM tools

Ticketing systems

Job description

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ArtCloud

Customer Success Support Specialist

About Us

ArtCloud was founded in Atlanta, GA, to bridge the gap between technology and the art world. What started as a side project has become the leading art and gallery management software. Today, ArtCloud supports art galleries and artists, empowering them to streamline operations and sell more art. Fueled by customer happiness, we’re dedicated to transforming how the art world does business.

About the Role

The Customer Success Support Specialist plays a vital role in helping ArtCloud’s customers succeed. This hybrid position combines exceptional support, user onboarding, and initiatives to enhance customer satisfaction and retention. By helping with galleries and artists, you’ll empower them to maximize the platform’s value, fostering trust and long-term partnerships.

This role is perfect for someone proactive, empathetic, and eager to make a direct impact on customer experiences.

Responsibilities

1. Acting as the front-line point of contact for customers with support requests, building strong, trusted relationships.
2. Managing the support inbox, 9:00 - 5:00 EST, Monday - Friday.
3. Respond promptly to customer inquiries via email, phone, or chat, troubleshooting and resolving issues effectively, maintaining accurate ticket category and resolution information via Hubspot.
4. Prioritizing and escalating support inquiries.
5. Working with the Product team to understand technical solutions or limitations.
6. Defining and escalating engineering tickets that emerge from support (Bugs, Chores) and testing of fixes, reporting results back to customers.
7. Demonstrate complete product knowledge across all areas of the ArtCloud platform, the CSS’s product expertise is leveraged by the entire team.
8. Provide proactive product education and ongoing support to help customers achieve their goals.
9. Collaborate with internal teams to advocate for customer needs and drive platform improvements.
10. Facilitate training sessions to ensure customers are fully equipped to use the platform effectively.
11. Guide new customers through the onboarding process, ensuring a smooth transition to the ArtCloud platform.
12. Develop and update resources such as Knowledge Base guides to improve self-service options for customers.
13. Track and report on customer success metrics, including satisfaction scores (ex, NPS) and retention rates.

About You

You’re a proactive problem-solver who thrives on helping others succeed and fostering strong relationships.

• 1–2 years of experience in customer service, account management, B2B support, or ticketing systems.
• Strong sense of ownership and urgency in driving customer outcomes.
• Strong interpersonal and communication skills with a focus on empathy and relationship-building.
• Passion for helping others succeed and a knack for solving problems.
• Experience with SaaS platforms, CRM tools, or ticketing systems is strongly preferred.
• Interest in the art world or related industries (helpful but not necessary).
• Highly organized with an ability to manage multiple customer accounts effectively.
• Excited to work in a hybrid office setup in the Atlanta area, with 3-5 days per week in the office.

Our Culture

At ArtCloud, our culture is built on a foundation of humility, humor, and trust. We prioritize collaboration and foster an environment where innovation thrives through teamwork and open communication. Transparency and integrity guide everything we do, ensuring a culture of trust among our team and with our customers. Empowerment is at the heart of our mission—we aim to inspire our customers and teammates to become the best versions of themselves.

We value in-person collaboration, especially during your training period, where you’ll work closely with our team to build the skills and knowledge needed to thrive in this role.

Our Office

Located in the heart of Buckhead at Atlanta Tech Village, the largest tech center in the U.S.

• Free snacks, drinks, and coffee to keep you energized throughout the day.
• Access to free mentorship and advisors.
• Free weekly happy hours and Tech Village events.
• Parking is on-site, and the office is just steps away from the MARTA Buckhead station.

Summary of ArtCloud Benefits

• A new Apple laptop to ensure you have the tools to succeed.
• Benefit eligible on your date of hire.
• 100% Employer-paid health insurance premiums for ArtCloud employees.
• Dental and Vision insurance offering.
• Company Sponsored 401k with a 1% employer match.
• Flexible PTO to allow employees time for vacation, personal needs, and to take sick time as needed.

Apply direct at [e-mail]

Seniority level

Entry level

Employment type

Full-time

Industries

Software Development