
Senior Customer Support Specialist for Coupler.io
5 days ago
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.
- Technical Support
- Product Support
- Help Scout
- Zendesk
- SaaS
- CRM
- Looker Studio
- Power BI
- 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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