About the Team
We are a proactive, empathetic, and deeply curious team of product experts, moving beyond the traditional support model. Our mission is to create a state-of-the-art customer experience that inspires trust, empowers users, and sets our company apart. We are the voice of the customer within the company and the face of the company to the world. We are a small, loud, and impactful team that values ownership, collaboration, and a relentless drive to help our customers succeed.
About the Role
As a Customer Success Specialist, you are here to anticipate, advise, and own the full customer lifecycle. You care deeply about customer outcomes and take pride in resolving challenges, whether you're solving a complex ticket, onboarding a new client, or translating business needs into product requirements. You act like an owner; if something is broken or missing, you don't wait—you take the initiative to fix it.
What You'll Own
* Customer Support: Provide responsive, structured, and thoughtful support via Zendesk and Slack. You will own customer issues from initial contact to full resolution, translating their reports into clear, actionable language for our internal teams.
* Customer Onboarding & Training: Guide new clients through a seamless setup process, run tailored training sessions, and ensure they understand how to unlock the full value of our product from day one.
* Requirements Gathering: When a customer requests a new feature, you'll dig deep to understand the "why." You will ask the right questions, challenge edge cases, and write clear, structured user stories in Jira for our Product and Engineering teams.
* Bug Testing & Validation: Serve as the first line of defense for technical issues. You will be responsible for reproducing reported bugs, gathering detailed information for the engineering team, and re-testing fixes to confirm resolution before notifying the customer.
* Product Documentation & Knowledge Base: Take ownership of our help center and internal documentation. You will write clear, user-focused articles, create guides based on real customer questions, and ensure our knowledge base is always accurate, useful, and up-to-date.
What You'll Bring (Skills You Have or Are Building)
* Exceptional Communication: Confident and clear written and verbal communication skills in English. You can explain complex topics in simple, easy-to-understand terms.
* Structured Thinking: An organized and methodical approach to problem-solving, especially when documenting bugs or customer requirements.
* Innate Curiosity: A genuine desire to understand how our product works "behind the scenes" and a drive to learn continuously.
* Ownership Mentality: A proactive approach to your work. You don't wait to be told what to do; if you see a problem or an opportunity for improvement, you act on it.
* Empathy and Patience: The ability to approach every customer interaction with respect and the attention to detail needed to reproduce tricky bugs and validate fixes.
* Confidence: You are comfortable leading customer conversations, demos, and training sessions.
Tools We Use
* AI: We embrace AI to help us write documentation, create guides, and rephrase tricky responses.
* Ticketing: Zendesk
* Documentation & Project Management: Confluence, Jira
* Communication: Slack, Google Meet
* Testing: Staging/alpha environments, Postman
You'll be a great fit if:
* You want to help customers succeed, not just fix their problems.
* You enjoy solving puzzles and continuously improving processes.
* You love being close to the product and care about the details.
* You thrive in a collaborative environment where you aren't afraid to say, "I don't know, but I'll find out."