Customer Success Specialist
Company:Hireframe
Location:Philippines, Mexico
Languages:English
Seniority level:Middle, 2+ years
Experience:2+ years
Skills:
Project ManagementSalesforceJiraContent creationMicrosoft OfficeDocumentationCustomer serviceCustomer SuccessTrainingCRMCustomer support
Requirements:
2+ years of experience in customer education, customer support, or a related role in B2B SaaS. Excellent written and verbal communication skills. Strong project management and multitasking abilities. Tech-savvy with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office. Problem-solver who thrives on helping customers. Highly organized and detail-oriented. Experience working in a startup environment. Ability to ramp up quickly and take ownership with minimal supervision. Proactive, customer-first mindset. Flexible hours to accommodate customer coverage across time zones.
Responsibilities:
Provide tactical support to CS leads for high-touch customers. Respond to customer inquiries and support tickets. Track and document customer feedback, trends, and pain points. Triage and escalate product issues and bugs. Identify upsell opportunities for low-touch customers. Oversee low-touch customers for retention and satisfaction. Create, maintain, and enhance help center content (written and video). Support the development of LMS curriculum and training materials. Build onboarding and training collateral for different customer segments. Develop resources aligned with the customer journey. Collaborate with CS, Product, and Marketing teams on content.
