Вакансия Customer Success Manager

Skills

• SaaS
• Zendesk
• Help Scout
• CRM
• Google Sheets
• Looker Studio
• Microsoft Power BI

Описание вакансии

We’re looking for an enthusiastic and responsible professional to join our team and provide customer support for Coupler.io. In this role, you’ll be the main point of contact for customers, resolving requests and ensuring the best communication experience.

Your Responsibilities:

• Manage customer support requests and respond in a timely manner via email.
• Conduct 1-st line demo calls for potential customers and provide product guidance.
• Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup.
• Independently solve client's requests and issues.
• Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product.
• Ensure all issues are properly logged.
• Prioritize and manage multiple open issues simultaneously.
• If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers.
• Maintain a high-quality support service by actively contributing to the improvement of established processes.
• Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation.

Requirements:

• 2+ years of experience in technical/product support for SaaS product;
• Advanced English skills, both written and spoken;
• Ability to investigate, reproduce issues, and dive deep into the product;
• Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions;
• Ability to proactively guide customers toward data-driven success;
• Willingness to conduct independent investigations to determine the root causes of problems;
• Excellent communication and presentation skills;
• Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other;
• Strong ability to multitask and prioritize effectively;
• Attention to details.

Will be a plus:

• Experience using CRM systems and task management tools;
• Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools;
• Familiarity with Coupler.io or similar platforms;
• Background in working with data or analytics-related roles;
• Bachelor’s or Master’s degree in a tech field.