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Fractional Customer Success Specialist for a growing startup (20 hrs / week)
Position Summary: At Lettuce Financial, we are seeking a fractional Customer Success Specialist to join our team on a contract basis (20 hours per week). This role is an opportunity to have an immediate impact on the Lettuce customer experience by managing inbound communications, supporting customer activation and success, and handling customer outreach as needed. While the primary focus is on providing high-quality customer support and managing communication, we are looking for someone who wants to grow into broader customer success initiatives, contribute to process improvements, and take ownership of the Lettuce customer experience over time. This is not just a support role—it is an opportunity to help build and refine the customer experience in a high-growth, fast-moving startup environment. We believe deeply in learning by doing, improving incrementally every day, and continuously asking how we can make things better. As Lettuce continues to scale, there will be opportunities to expand responsibilities, lead projects, and shape how we engage and support our users. Key Responsibilities: Customer Communication: Manage inbound inquiries via email, chat, and phone, ensuring timely and helpful responses. Customer Outreach: Conduct outbound communication for operational needs, follow-ups, and activation support. Customer Onboarding: Conduct or assist with onboarding calls to help new customers get set up and ensure they understand how to use our platform effectively. Inbox & Ticket Management: Monitor and organize customer communication channels, triaging issues, and escalating as needed. Collaboration with Engineering & Operations: Work closely with internal and external teams to report issues, relay customer feedback, and help refine processes. Process Improvement: Identify opportunities to optimize customer communication, support workflows, and overall customer experience. Continuous Learning: Gain a deep understanding of our customers by engaging directly with them, collecting insights, and advocating for improvements. Scaling Support: Take initiative in broader customer success initiatives, including refining support processes, enhancing onboarding, and improving customer engagement strategies. Support Documentation: Assist in maintaining and improving help center articles and customer-facing guides. Requirements: Experience: 2+ years in customer support, customer success, or a related role within SaaS or startup environments. Technical Skills: Experience using HubSpot (or similar CRM tools) to manage customer communications. Communication Skills: Strong written and verbal communication skills, with the ability to explain complex topics in a simple and clear manner. Problem-Solving: Ability to troubleshoot issues, work independently, and escalate problems effectively when needed. Startup Mindset: Comfortable with ambiguity, adaptable to change, and proactive in finding solutions. Collaboration: Experience working with cross-functional teams, including engineering, product, and operations. Customer-First Approach: A passion for helping customers succeed and a willingness to go the extra mile to ensure a great experience. Availability & location: While fractional in nature, must be able to devote at least 2 hrs each day, Monday to Friday, during regular business hours. Must be US based. Preferred Qualifications: Startup Experience: Proven ability to thrive in environments requiring initiative, adaptability, and a willingness to take on diverse responsibilities. Process Optimization: A knack for identifying inefficiencies and suggesting improvements to workflows. Ownership Mentality: Desire to take ownership of key areas of customer success and continuously improve how we engage with our users. Remote Experience: Comfortable working in a remote-first environment and managing priorities independently.