Customer Success Specialist
Job Summary
As the first dedicated support hire, the full-time remote Customer Success Specialist will manage inbound support for enterprise customers, develop a knowledge base, and optimize support workflows while growing into a customer success role as the company scales.
Key responsibilities:
- Serve as the first line of support for enterprise customers, triaging and resolving inbound tickets
- Build and optimize support workflows in the AI-powered support platform, including ticket routing and escalation paths
- Create and maintain the knowledge base, documenting product knowledge and troubleshooting guides
Required qualifications:
- 1+ years of experience in customer support, customer success, or a similar customer-facing role
- Experience supporting enterprise customers; B2B SaaS support experience is a strong plus
- Familiarity with support platforms and experience improving support workflows
- Experience writing documentation or building a knowledge base
- Ability to work Pacific Time hours, including covering evening support volume
Complete Job Description
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