Customer Success Specialist

Customer Success Specialist (Bilingual - French Required)
Are you passionate about helping others and eager to grow your career with an innovative team? At Otto, we value the customer success skills you’ve honed— regardless of your industry background. We’re looking for someone with an unwavering passion for helping others, a strong desire to learn, and a growth mindset to join our team as a Customer Success Specialist.

About Otto
Otto is an e-commerce platform designed specifically for the eyecare industry. Our mission is to empower independent eyecare providers to thrive in a competitive market by offering tools that simplify operations, increase sales, and improve the patient experience.
We’ve recently expanded into Quebec, making this an exciting time to join our team as we continue to grow across Canada and the US.

Role Overview
As a Customer Success Specialist, your primary mandate is to keep customers happy and minimize churn. You will be the primary contact for Otto’s clients, offering guidance, answering questions, and ensuring they feel confident and supported every step of the way. You will lead client onboarding and launch, ensuring they understand the platform and feel comfortable using it effectively.
Once they’re up and running, you’ll proactively monitor client usage, conduct regular check-ins, and address any challenges that arise. Beyond direct client support, you’ll collaborate with the Otto team to share insights, improve processes, and continuously enhance the client success experience.

What We’re Looking For
We’re seeking someone who is:
- Bilingual French/English: Seamlessly communicate with clients in both French and English. (BONUS: you speak Quebec French)
- Passionate about helping others: You thrive on building meaningful client relationships and take pride in making someone’s day better.
- Willing to learn and grow: This role and industry have a lot to teach and requires continuous learning so a passion for expanding your knowledge and skills is crucial.
- Proven in customer service: You have a track record of building trust, solving problems, and delivering exceptional client care. You’re skilled at navigating the needs and personalities of various types of clients, ensuring each interaction is a positive experience.
- Self-motivated and autonomous: You’re comfortable working from home and thrive in a role that gives you independence and flexibility. You manage your time effectively and stay organized while balancing multiple priorities.
- Strong in interpersonal and communication skills: You’re approachable, empathetic, and skilled at tailoring your approach to each client’s unique needs.
- Strong technical aptitude: You are confident and capable working with various software tools and can easily familiarize yourself with new software.

Bonus Points for:
- Experience in the optical or optometry industry.
- Confidence working in Excel (you know your way around a VLOOKUP)
- Familiarity with tools like Slack, HubSpot, Canva, and Monday.com
- Using AI tools (like ChatGPT) to enhance your work.

Perks and Benefits
- At Otto, we believe in building a supportive, collaborative culture where every team member can thrive. This isn’t just a job—it’s an opportunity to grow as a professional. Here’s what you can expect:
- A flexible, fully remote role, work from anywhere that works for you!
- Growth opportunities: Explore areas like marketing, sales, or business development as Otto continues to grow.
- A fun, collaborative environment. We believe in working hard, staying curious, and supporting each other every step of the way.
- Competitive salary and performance-based incentives because we value your hard work and drive.
- Generous vacation policy and flexible schedule to ensure work-life harmony, that is important to us!

How to Apply
We’d love to hear from you! Submit your CV and record a short video (2-3 minutes) answering the following:
1. Introduce yourself: Share your background, what excites you about helping others, and why you’re interested in joining Otto as a Customer Success Specialist.
2. What’s the best piece of feedback you’ve ever received, and how has it shaped the way you work?
3. Aspirations: Where do you see your career heading in the next 3-5 years, and how does gaining experience in multiple business areas align with your long-term career goals?

Submit your application here: https://forms.gle/dm8NF6V7bxTwy8EE7