Remote Customer Success Manager | Global Support Specialist

Are you passionate about delivering exceptional customer experiences? Our growing organisation seeks a dedicated Customer Success Manager to join our remote team. In this role, you will serve as the primary point of contact between our clients and the company, ensuring customer satisfaction through proactive support and relationship management. You'll leverage modern CRM systems and multi-channel communication to resolve customer inquiries efficiently whilst contributing to our customer-centric approach.

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.

Nice to Have:

- Previous experience in a SaaS or technology company environment.

- Certifications in customer service, CRM systems, or related fields.

- Experience with help desk software and ticketing systems.

- Knowledge of data analysis tools to track customer behaviour and satisfaction metrics.

- Familiarity with project management tools such as Asana, Trello, or Monday.com.

- Experience with remote work and virtual collaboration tools.

- Background in technical support or product training.

Why Join Our Team:

Working with us offers the opportunity to develop your career in a fully remote, international environment whilst helping clients achieve success with our products. We provide competitive compensation, professional development opportunities, and a collaborative culture that values your insights. You'll be part of a growing company that prioritises work-life balance and fosters innovation in customer experience management.