Customer Success Specialist - remote

Check Cherry

Posted 8 months ago

[US ONLY]

Position Overview:

We're seeking a proactive and customer-oriented individual to join us as a Customer Success Specialist. This role is a remote position, so you'll have the flexibility to work from anywhere in the United States.

Most customer support is provided via in-app chat. However, some support is provided via Zoom, such as a welcome call. Our ideal candidate is naturally organized, self-directed, and dedicated to achieving positive outcomes.

There is room for growth and many opportunities to improve the business and make a positive impact. You'll be our first hire and work directly with the co-founders/developers of Check Cherry, who have provided all customer support responsibilities since 2016.

This position requires 8 hours of coverage Monday through Friday during standard business hours. Desired coverage hours will be between 6:00 AM and 3:00 PM Pacific Time. However, there is some flexibility for the right candidate. Pay is $24 per hour. We're open to crafting a work schedule that fits the right person.

Responsibilities:

Customer Support: CSMs provide ongoing support to customers, responding to inquiries, troubleshooting issues, and resolving concerns in a timely and effective manner. This may involve communication via email, phone, chat, or other channels, depending on the preferences of the customer.

Onboarding and Training: CSMs guide new customers through the onboarding process, helping them get set up and familiarized with the product or service. They may conduct training sessions to ensure users understand how to effectively utilize the features and functionalities.

Relationship Building: CSMs establish and nurture strong relationships with customers, acting as their primary point of contact for any inquiries, issues, or assistance needed. They strive to understand the unique goals and challenges of each customer and work collaboratively to address them.

Proactive Outreach: CSMs proactively reach out to customers to check in on their satisfaction, offer assistance, and provide guidance on how to optimize their usage of the product or service. They may also inform customers about new features, updates, or resources available to them.

Customer Advocacy: CSMs serve as advocates for customers within the company, representing their interests and feedback to relevant teams such as product development, sales, and marketing. They work to ensure that customer needs are considered in decision-making processes and that the product evolves to meet those needs.

Monitoring and Analysis: CSMs monitor customer usage and engagement metrics to identify trends, patterns, and areas for improvement. They use data-driven insights to proactively address potential issues, drive adoption, and optimize the customer experience.

Renewal and Expansion: CSMs play a key role in customer retention and expansion efforts. They work to ensure that customers are satisfied with their experience and see the value in renewing their subscription or expanding their usage of the product or service.

Requirements:

Previous experience in a customer-facing role, preferably in customer success, account management, or support.
Excellent communication skills, with the ability to effectively articulate complex concepts and solutions to diverse audiences.
Strong problem-solving skills and a proactive approach to addressing customer needs.
Experience working remotely and managing time effectively in a distributed team environment.
Detail-oriented with a commitment to delivering high-quality work and exceptional customer experiences.
Proficiency in written communication, with the ability to create clear and concise documentation.

Benefits:

Flexible remote work arrangements with a supportive and collaborative team culture.
Opportunities for professional growth and development in a dynamic and innovative environment.

How to Apply:

We'd love to hear from you if you're passionate about customer success and thrive in a remote work environment. Please send us a cover letter and resume outlining your relevant experience and why you're interested in joining the Check Cherry team.

Apply