Founding CSM: Scale Onboarding for 100k Merchants

Spoks; Austin (TX); Presencial; USD 80.000 - 95.000; Tempo integral

Resumo da vaga

Spoks is hiring a hands-on customer success specialist to guide hundreds of Shopify merchants from install to their first campaigns and automations, via chat, email and occasional calls.

You will own onboarding and ongoing support, monitor store health in our CRM, raise bugs with clear notes, and help scale the CS operation as we grow.

The role rewards clear writing, fast learning of new software, pattern recognition, and smart use of AI tools like Claude or ChatGPT to improve speed and accuracy.

Qualificações

• Experience helping customers or clients succeed in customer success, support, onboarding, account management or client services.
• Clear, friendly writing and confidence talking with people.
• You learn new software quickly, stay patient when someone is frustrated and keep your promises.
• You look for patterns. When the same question comes up three times, you fix the cause.
• You use AI tools like Claude or ChatGPT to work faster, and you check their work. No coding needed.

Responsabilidades

• Own customer chat and onboarding. Answer questions, explain the next step and follow up until each issue is resolved.
• Guide new merchants from install to their first campaigns and automations, and help them past the spots where they stall.
• Own Fin, the AI assistant in our Intercom support tool. Keep its answers accurate, improve the information it draws from and step in when someone needs a person.
• Follow new stores in our CRM and reach out when one is stuck, quiet or at risk of leaving.
• Pass bugs to engineering with clear notes and keep customers updated.
• Turn common questions into help articles, walkthroughs and onboarding emails, and share what confuses customers with the team.
• When it helps, look over a merchant's campaigns or signup forms and suggest improvements.

Conhecimentos

Customer success experience

Clear written communication

Fast learner / adaptable

Pattern recognition

AI tools (Claude / ChatGPT)

Ferramentas

Intercom

Shopify

Klaviyo

Descrição da vaga

Spoks is hiring a hands-on customer success specialist to guide hundreds of Shopify merchants from install to their first campaigns and automations, via chat, email and occasional calls.

You will own onboarding and ongoing support, monitor store health in our CRM, raise bugs with clear notes, and help scale the CS operation as we grow.

The role rewards clear writing, fast learning of new software, pattern recognition, and smart use of AI tools like Claude or ChatGPT to improve speed and accuracy.