Customer Success Associate – Contract

We are seeking a highly motivated individual to join our team on a part-time contract basis as a Customer Success Associate. In this role you will be responsible for building strong relationships with subscribers by maintaining deep product knowledge and communicating effectively to resolve outstanding issues. The ideal candidate will be customer focused, a self-starter, and flexible in a fast-paced, demanding environment.

What you’ll do

• Serve as the primary point of contact for customer’s product and subscription related issues via email
• Provide high-quality, timely, and accurate support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary
• Prioritize tasks and manage time efficiently to address ~20 inbound and ongoing queries per day
• Maintain customer success documentation including FAQs, user guides, videos, and knowledge base articles
• Manage customer accounts, track customer interactions, and keep records up-to-date
• Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
• Partner with Sales to provide insights on customer health, product satisfaction and usage, and opportunities for expansion
• Categorize and summarize client feedback for Product teams to shape future development

Who You Are:

• Bachelor’s degree or equivalent experience preferred
• Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
• Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
• Strong empathy for customers to anticipate needs and foster confidence
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently as well as collaboratively with cross-functional teams

Nice to Have’s:

• 0-2 years experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
• Familiarity with Salesforce CRM and Salesforce Service Cloud
• Experience working for a growth stage startup
• Knowledge or interest in the crypto industry or traditional financial markets
• Comfortable analyzing and reporting on large quantities of data
• Confident articulating, presenting, and debating complex problems with all levels of management

*Please note this is a part time (~15 – 20 hours/week), hourly contract position and does not include full-time employment benefits.  

Hourly Rate: $28 – $30/hr