Customer Success Manager | Global Support Specialist

Key Responsibilities:

- Handle and resolve customer requests, queries, and complaints with professionalism and efficiency across multiple time zones.

- Operate sophisticated CRM platforms such as Salesforce, HubSpot, or Zendesk to track customer interactions and maintain comprehensive client records.

- Conduct engaging product demonstrations and training sessions tailored to various customer segments and their specific needs.

- Communicate and coordinate with cross-functional teams including product, engineering, and sales departments to address complex customer issues.

- Respond promptly to customer inquiries through various channels including support chat, email, Telegram, and other communication platforms.

- Analyse customer feedback and provide actionable insights to improve service efficiency and product development.

- Develop and maintain comprehensive documentation for customer reference and internal knowledge bases.

- Monitor customer satisfaction metrics and implement strategies to enhance retention rates.

- Identify opportunities for upselling and cross-selling based on customer needs and usage patterns.

- Participate in regular team meetings to share best practices and contribute to continuous improvement initiatives.

Daily Workflow and Expectations:

- Manage a queue of customer inquiries with attention to response time SLAs (typically within 2-4 hours).

- Participate in daily stand-up meetings to align on priorities and discuss ongoing customer cases.

- Document all customer interactions thoroughly in the CRM system following established protocols.

- Collaborate with the product team to report bugs and feature requests based on customer feedback.

- Maintain up-to-date knowledge about product updates, industry trends, and competitive landscape.

- Develop personalised onboarding experiences for new customers to ensure successful product adoption.

- Create and update support articles, FAQs, and tutorial videos for the knowledge base.

Required Skills and Qualifications:

- Bachelor's degree or equivalent higher education qualification.

- Advanced English proficiency (C1 or higher) with excellent verbal and written communication skills; additional languages are a significant advantage.

- Minimum 2 years of experience in customer support, account management, or customer success roles.

- Demonstrated experience with CRM platforms such as Salesforce, HubSpot, Zendesk, or similar tools.

- Exceptional organisational skills with the ability to manage multiple clients and priorities simultaneously.

- Superior interpersonal skills with a talent for building rapport and trust with customers from diverse backgrounds.

- High computer literacy and adaptability to new software and digital tools.

- Self-motivated work ethic with the ability to operate effectively in a remote environment.

- Strong problem-solving abilities and a solutions-oriented mindset.

- Personal computer with reliable high-speed internet connection.

- Experience with video conferencing platforms like Zoom, Microsoft Teams, or Google Meet.