eTalent is recruiting on behalf of its client a:

Customer Success Specialist

As a Customer Success Specialist, you will work directly  with the founding team ensuring accounts run effectively and smoothly.  You will be responsible for managing certain account operational activities. 

Primary areas of responsibility will include supporting our customers to get the maximum value of our platform and services.

You will have to amplify the voice of the customer internally by driving continuous feedback into our Product, Engineering and Marketing teams on ways we can better serve our customers.

What you'll do:

• Answering support emails to help customers and potential new customers
• Managing / updating content in the Knowledge Base so our customers can find help on their own
• Submitting bug reports to the bug tracker
• Proactively engage with customers to provide solutions for best outcomes when using our platforms
• Anticipate issues and find opportunities to replicate, systematize and document solutions used for other customers to support effective scaling as the team and customer base grow.
• Proactively engage with the founding team during our vision and roadmap discussions to advocate for customer needs around future enhancements to our platform.
• Monitor customer health, and leverage customer insights to mitigate risk.

Requirements:

• Native-level-proficiency in English
• Deep understanding of e-Commerce operations such as supply chain, inventory management, sales. These skills are critical as you will be mostly working with operation managers from our customer’s side.
• Experience running a Shopify, or any other e-Commerce platform is a great addition (candidates who tick this point will be considered first)
• Previous experience  in a customer facing role (support, success, sales) is a significant plus
• Writing/web content creating experience is a plus
• Highly organized with a strong attention to detail
• A strong team player who can work collaboratively with both internal and external teams
• Ability to work within a fast-paced environment
• Video editing skills would be an excellent plus as we are also building our video tutorials library