Customer Success Advocate for Data-Driven Customer Experience
4 days ago
At Railsware, we are seeking a highly skilled and enthusiastic professional to join our team as a Customer Success Manager. This role requires working in the European time zone (08:00-16:00 UTC) and is responsible for providing top-notch customer support for Coupler.io.
We strive to create meaningful products that provide end-to-end support to our customers. With over 2M+ signups, our products are constantly growing, and we need someone who can keep up with this pace while ensuring exceptional communication with our customers.
Key Responsibilities:- Manage customer support requests and respond in a timely manner via email
- Conduct 1st line demo calls for potential customers and provide product guidance
- Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
- Independently solve client's requests and issues
- Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
- Ensure all issues are properly logged and prioritize multiple open issues simultaneously
- If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers
- Maintain a high-quality support service by actively contributing to the improvement of established processes
- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation
- Technical Support and Product Support experience
- Familiarity with support ticket management software (e.g., Help Scout, Zendesk)
- Experience working with SaaS products
- Advanced English skills, both written and spoken
- Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions
- Ability to multitask and prioritize effectively
- Attention to details
- Flat structure and international projects
- Home office and flexible working hours
- Sport subscription, training budget, private healthcare, free coffee, canteen, bike parking, free snacks, free beverages, and free parking
- Modern office with no dress code
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