Senior Customer Support Specialist for Coupler.io

5 days ago


Remote Kyiv Kraków Warszawa, Czech Republic Railsware Full time

We are seeking a skilled and motivated Customer Success Manager to join our team at Railsware.

Job Description:

The successful candidate will be the primary point of contact for customers, resolving requests and ensuring exceptional communication experiences.

Coupler.io has achieved over 2 million signups, and we are constantly growing. This role requires working in the European time zone (08:00-16:00 UTC). We are looking for someone who can commit to this schedule and is flexible to adjust by ±2 hours if needed.

Main Responsibilities:
  • Manage customer support requests and respond in a timely manner.
  • Conduct first-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.
  • E nsure all issues are properly logged.
  • Prioritize and manage 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.
Required Skills and Qualifications:
  • Technical Support
  • Product Support
  • Help Scout
  • Zendesk
  • SaaS
  • CRM
  • Looker Studio
  • Power BI
Benefits:
  • Flat structure
  • International projects
  • Home office
  • Sport subscription
  • Training budget
  • Private healthcare
  • Free coffee
  • Canteen
  • Bike parking
  • Free snacks
  • Free beverages
  • Free parking
  • Modern office
  • No dress code


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