Customer Success Associate

About Our Client:
Our client is an innovative AI tech startup revolutionizing the industry with cutting-edge solutions. They are dedicated to transforming the way businesses operate by leveraging AI-powered tools to enhance efficiency, productivity, and customer experiences. As a fast-growing company, they are looking for talented and driven individuals to join their team and contribute to their mission of delivering world-class AI solutions.
Role Overview:
As a Customer Service Representative, you will be the first point of contact for all of our client’s users, ensuring they receive exceptional service across multiple channels, including email, chat, and social media. You will resolve inquiries, troubleshoot issues, and help users navigate our platforms with ease. Your role will be crucial in maintaining our reputation for outstanding customer experience while supporting the companys mission to maximise charitable giving.
We are seeking a highly motivated and customer-focused Customer Success Associate to support users, troubleshoot issues, and enhance customer satisfaction. You will play a key role in ensuring clients get the most out of the companys AI solutions, acting as their advocate while helping drive engagement and retention. This position is remote and requires availability to work Eastern Standard Time (EST) hours.
Key Responsibilities:
Customer Engagement & Support
Serve as the primary point of contact for customers, providing timely and empathetic support via email, chat, and phone.
Educate customers on product features, best practices, and AI-driven solutions to enhance their experience.
Troubleshoot issues, resolve technical queries and escalate complex concerns to the appropriate teams.
Track customer interactions and feedback in the CRM system to ensure a seamless support experience.
Onboarding & Adoption
Guide new customers through the onboarding process, ensuring a smooth transition to the companys AI platform.
Conduct product walkthroughs and training sessions to maximize customer adoption and success.
Develop and refine knowledge base articles, FAQs, and self-service resources to empower users.
Customer Engagement & Support
Serve as the primary point of contact for customers, providing timely and empathetic support via email, chat, and phone.
Educate customers on product features, best practices, and AI-driven solutions to enhance their experience.
Troubleshoot issues, resolve technical queries and escalate complex concerns to the appropriate teams.
Track customer interactions and feedback in the CRM system to ensure a seamless support experience.
Who You Are:
Customer-Centric Passionate about delivering outstanding customer experiences and building strong relationships.
Excellent Communicator Strong written and verbal communication skills with the ability to explain technical concepts clearly.
Problem-Solver Quick thinker with a proactive approach to troubleshooting and resolving customer concerns.
Tech-Savvy Comfortable working with AI-driven products, SaaS platforms, and CRM tools.
Detail-Oriented & Organised Ability to manage multiple customer inquiries while maintaining high service standards.
Empathetic & Adaptable A customer-first mindset, with the ability to remain patient and flexible in fast-paced environments.
Team Player Works collaboratively across teams to deliver exceptional service.
Preferred Skills & Experience:
Prior experience in customer success, customer support, or client services, preferably in a tech startup or SaaS environment.
Familiarity with AI-driven tools, machine learning applications, or automation technologies is a plus.
Experience with CRM platforms (e.g., Zendesk, HubSpot, Salesforce) and ticketing systems.
Ability to work independently and efficiently in a remote setting.
A proactive and solutions-oriented mindset with a passion for AI and technology.
What We Offer:
Competitive hourly rate
Fully remote role with flexibility to work in EST hours
Opportunity for career growth within a fast-scaling AI startup
Collaborative and dynamic team culture
Exposure to innovative AI technologies and continuous learning opportunities
Why Join FYXER?
Freelance Flexibility: Work remotely with flexible hours that fit your schedule while being part of a supportive and dynamic team.
Career Growth: This role offers clear pathways to grow into a permanent position or move into a more senior role, such as Chief of Staff.
Variety & Impact: You’ll work on a range of high-level tasks for top executives, making a real difference in their day-to-day and long-term success.
Learning Opportunities: Access ongoing training and development to enhance your skills, including training in the latest AI tools and technology, and take your career to the next level.
How to Apply
If you are a motivated and tech-savvy professional passionate about AI and customer success, wed love to hear from you! Apply now to join our clients team and be part of an exciting journey in the AI industry.
Benefits
Competitive hourly rate whilst working with FYXER
Competitive salary if you go permanent
Diversity & Inclusion:
FYXER is dedicated to creating a diverse and inclusive environment. We welcome applicants from all backgrounds and strive to ensure everyone is treated with dignity and respect. We believe in promoting diversity of thought and encourage you to share any relevant information to help us measure diversity within our recruitment process. Participation is voluntary and confidential.