We are looking for motivated and customer-obsessed Customer Success Specialists to join our dynamic team. This role is essential in helping our U.S.-based customers onboard and navigate our platform effectively. As the first point of contact, you will play a pivotal role in ensuring a smooth, positive customer experience, ultimately contributing to our customers' success and satisfaction.

Important

This role requires working in US PST timezone, from 7AM till 4PM - (Mon-Fri)
This role requires exceptional English speaking and writing skill.
You must have good knowledge and expereince of web based softwares.
You would be required to meet customers over Zoom video call and onboard them on our SaaS platform.

Objectives of this role

Drive a seamless customer experience that creates positive sentiment for our SaaS product and brand
Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers
Collaborate with our customer-success and product teams to drive constant improvement
Maintain accurate records of customer interactions and steps taken to resolve issues

Key Responsibilities:

Deliver exceptional customer service support via Intercom, email, Slack, and live Zoom video calls to assist customers with onboarding, navigating, and maximizing the use of the Labra.io platform.
Provide detailed explanations of features and functionalities, tailoring guidance to meet the specific needs and questions of each customer.
Troubleshoot and resolve customer issues and inquiries in a timely, empathetic, and efficient manner.
Conduct welcome calls and follow-up communications to ensure successful onboarding and to gather feedback for continuous improvement.
Maintain up-to-date knowledge of Labra.io's platform updates, new features, and best practices to provide accurate and helpful information.
Collaborate with the technical support team to escalate complex issues as needed while ensuring a seamless resolution process for customers.
Collect and report customer feedback to relevant departments to aid in product development and service enhancement.
Develop and maintain positive relationships with customers, promoting customer retention and loyalty.

Qualifications:

Proven experience in customer service or support roles, preferably in the SaaS or tech industry.
Exceptional communication skills, both written and verbal in US English, with the ability to convey complex information clearly and empathetically.
Strong problem-solving skills and the ability to think critically to address customer concerns.
Familiarity with customer service software, ticketing systems, and tools (e.g., Zendesk, Salesforce, Intercom).
Ability to work independently in a remote setting while maintaining high levels of productivity and professionalism.
Highly organized with excellent time management skills and the ability to prioritize tasks effectively.
A customer-centric mindset with a passion for delivering outstanding customer experiences.
Availability to work during U.S. business hours to support our U.S.-based customers.