Customer Success Specialist

Job Title: Customer Success and Support Specialist

Company: SquadTrip

Location: Remote, US Hours

About SquadTrip:

SquadTrip is an innovative platform dedicated to simplifying group travel planning and booking. We empower our users to create and manage trips effortlessly, providing a seamless experience for both trip organizers and travelers. As we continue to grow, we’re seeking a passionate Customer Success and Support Specialist to join our team and ensure our customers achieve success with our product.

Job Overview:

We are looking for a versatile professional to serve as the first point of contact for our customers. This role is a blend of customer support, technical liaison, and proactive customer success duties. The ideal candidate will assist users with inquiries, troubleshoot issues, liaise with our engineering team, and proactively engage with customers to enhance their experience with SquadTrip.

Key Responsibilities:

1. Customer Support (Reactive) – 40%

• Frontline Assistance:
• Respond promptly to customer inquiries via email, chat, and phone.
• Guide customers through help articles and step-by-step processes.
• Assist customers in navigating the platform and utilizing features effectively.
• Issue Resolution:
• Address questions and concerns, providing accurate and timely solutions.
• Make necessary changes on behalf of customers when required.
• Document all customer interactions and maintain detailed records.

2. Technical Liaison – 20%

• Bug Identification and Reporting:
• Identify and document product issues and bugs reported by customers.
• Collaborate closely with the engineering team to escalate and resolve technical problems.
• Follow up on reported issues to ensure timely fixes.
• Backend Support:
• Execute backend changes that are not accessible through the front-end interface.
• Test and verify changes to ensure customer satisfaction.

3. Proactive Customer Success – 20%

• Customer Monitoring and Outreach:
• Monitor customer progress within the product funnel to identify bottlenecks.
• Conduct research to understand customer backgrounds and usage patterns.
• Perform personalized outreach to users who may need assistance.
• Activation Enhancement:
• Develop strategies to help customers progress through key stages (e.g., trip creation, publication, Stripe account setup).
• Provide one-on-one support to ensure customers activate and fully utilize our platform.

4. Data Analysis and Reporting – 10%

• Insight Generation:
• Analyze customer data to identify trends and areas for improvement.
• Prepare reports on customer feedback, issues, and engagement levels.
• Process Improvement:
• Suggest enhancements to internal processes based on data insights.
• Collaborate with the team to implement changes that improve the customer experience.

5. Collaboration and Knowledge Management – 10%

• Team Coordination:
• Work with cross-functional teams, including marketing and product development, to align customer success initiatives.
• Share customer feedback and insights to inform product enhancements.
• Documentation:
• Update and maintain help articles, FAQs, and support resources.
• Contribute to the development of training materials and guides.

Qualifications:

Education:

• Bachelor’s degree in Business, Communications, Information Technology, or a related field preferred.

Experience:

• 2+ years of experience in customer success, customer support, or a similar role, preferably within a SaaS or technology company.
• Experience with CRM and customer support tools (e.g., Zendesk, Intercom, Salesforce).
• Familiarity with backend systems and basic technical troubleshooting is a plus.

Skills:

• Technical Proficiency:
• Comfortable with technology and quick to learn new software tools.
• Ability to perform backend changes and understand technical aspects of the product.
• Communication:
• Excellent verbal and written communication skills.
• Ability to explain complex concepts in a clear and concise manner.
• Customer-Centric Approach:
• Strong empathy and dedication to providing exceptional customer service.
• Ability to build rapport and maintain positive relationships with customers.
• Analytical Skills:
• Proficient in analyzing data to derive insights.
• Experience with data analytics tools is an advantage.
• Problem-Solving:
• Resourceful and proactive in resolving customer issues.
• Strong critical thinking abilities.
• Organizational Skills:
• Excellent time management and ability to multitask.
• Detail-oriented with strong organizational capabilities.

Personal Attributes:

• Proactive Mindset:
• Initiative to reach out to customers and anticipate their needs.
• Eager to suggest improvements and contribute ideas.
• Team Player:
• Collaborative attitude and ability to work effectively within a team.
• Open to feedback and continuous learning.
• Adaptability:
• Comfortable working in a fast-paced, dynamic environment.
• Flexible in adjusting to changing priorities and demands.

What We Offer:

• Competitive Compensation:
• Attractive salary commensurate with experience.
• Benefits package including health insurance, paid time off, and more.
• Growth Opportunities:
• Opportunity to make a significant impact on a growing company.
• Professional development and career advancement prospects.
• Work Environment:
• Collaborative and supportive team culture.
• Flexible working arrangements, including remote work options.


About the Application Process:
• Application Review:
• Our team will review all applications and reach out to candidates who are selected for an interview.
• Interviews:
• The interview process may include phone screenings, virtual interviews, and assessments.
• Onboarding:
• Successful candidates will receive comprehensive training and support during onboarding.

Join SquadTrip and help us revolutionize group travel planning!