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Customer Success Agent needed for ongoing email support of SaaS product
We are looking for Customer Success Representative to handle email support and product training on an ongoing basis for a software-as-a-service product. Responsibilities: This role will read and respond to incoming email support requests within one hour of receipt during the business hours of 9am to 5pm ET. Requests may include questions about product features and functionality, sales inquiries, training requests, or other product-related inquiries. You will be responsible for crafting responses that help the customers and ensure they have a positive experience with the product. You will be able to escalate the thread to another member of the team when necessary. You will be given training and reference documentation to gain first-hand knowledge of and experience with the product. Requirements: This role requires an understanding of Customer Success best practices, the ability to craft well-written emails, and a responsiveness to requests. Experience with "page builder" or "site builder" tools in the past (such as Squarespace, Webflow, or other similar tools) is a plus. In short, you should: - have English written and verbal fluency - have prior Customer Success experience for SaaS or software companies - have a webcam and external microphone or headset for meetings - be available for 20 hours per week - be organized and highly responsive - be available to work flexible hours (between 9am - 5pm M-F) You will be provided the necessary software tools, including email and Slack chat software access. When applying we'd love to hear about your past Customer Success experience.