Remote SaaS Customer Success Specialist

Jobgether; United States; A distancia; USD 39.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work anywhere in Canada

Health and dental coverage

Career growth plan

Learning opportunities

Collaborative team environment

Impact on customer satisfaction and产品

Descripción de la vacante

Jobgether is seeking a Customer Success Specialist to respond to inquiries via chat, email, phone, and video calls, helping clients maximize value from our SaaS platform. You will diagnose issues, document bugs, and collaborate with engineering to improve the product.

This remote role requires a strong customer-first mindset, excellent communication, and the ability to work independently during Pacific/Mountain Time business hours.

Formación

• At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
• Strong technical aptitude and enthusiasm for learning new technologies, software platforms, and digital tools.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
• A customer-first mindset, with a genuine passion for helping clients, building relationships, and delivering outstanding service.
• Strong analytical and troubleshooting abilities, including experience investigating technical issues, identifying root causes, and developing creative solutions.
• Ability to work independently, take ownership of customer requests, and manage priorities effectively in a remote working environment.
• Excellent interpersonal skills and the ability to build strong professional relationships with remote colleagues and cross-functional teams.
• A proactive, accountable, and solutions-oriented approach, with the confidence to challenge existing processes and suggest improvements.
• Availability to work regular business hours aligned with Pacific or Mountain Time.
• Experience in hospitality-related roles is a strong advantage.

Responsabilidades

• Respond to incoming customer inquiries through chat, email, and phone.
• Diagnose customer issues and provide technical and business solutions through multiple channels.
• Act as a trusted advisor, helping clients make informed decisions.
• Investigate technical issues, identify root causes, and resolve problems or escalate as needed.
• Document and report product bugs with reproduction steps for engineering.
• Capture customer feedback to inform product improvements and future features.
• Submit feature requests and communicate needs to internal teams.
• Contribute to knowledge base articles and support documentation.
• Monitor AI-powered responses for accuracy and consistency with service standards.
• Maintain high customer satisfaction and support loyalty and retention.
• Track KPIs like CSAT, CX, NPS, response and resolution times, KB accuracy.
• Collaborate with leadership to set professional development goals and career progression.
• Support additional customer success activities, including occasional after-hours work.

Conocimientos

Excellent communication

Analytical thinking

Remote work capability

Problem solving

Time management

Herramientas

CRM platforms

Ticketing systems

Knowledge base tools

Descripción del empleo

Jobgether is seeking a Customer Success Specialist to respond to inquiries via chat, email, phone, and video calls, helping clients maximize value from our SaaS platform. You will diagnose issues, document bugs, and collaborate with engineering to improve the product.

This remote role requires a strong customer-first mindset, excellent communication, and the ability to work independently during Pacific/Mountain Time business hours.