[Hiring] Customer Success Specialist @Proposify

Role Description

We, at Proposify, are passionate about helping sales teams win with better proposals. Our Customer Support Specialists are the frontline heroes, delivering first-class service experiences that help our customers thrive. As a core part of the Customer Success team, you’ll provide responsive, insightful support, assist with onboarding and technical troubleshooting, and collaborate cross-functionally to ensure seamless customer journeys. Your goal: help customers get the most out of Proposify by offering fast, friendly, and effective solutions.

***This is a remote position. To support collaboration with our team, candidates must be able to align their work hours with Central to Pacific Time Zones.

What You'll Do And Love Doing

• Customer Support & Ticket Management
  • Manage the daily support queue in Zendesk, responding to customer inquiries with fast, helpful solutions.
  • Resolve issues across billing, product, and technical topics with clarity and care.
  • Process billing-related items including refunds, credits, and invoicing nuances.
  • Engage directly with customers through video chat as needed to resolve issues, provide guidance, and deliver exceptional service.
• Technical & Integration Support
  • Troubleshoot integration and API-related issues, including basic debugging using tools like Datadog.
  • Join customer, sales, or CSM calls to provide deeper technical insight when needed.
  • Support backend tasks such as ticket routing, SLA segmentation, and Zendesk reporting on a rotating basis.
• Customer & Internal Training
  • Deliver onboarding sessions to customers as part of sold training packages.
  • Contribute to internal training, including onboarding new team members and educating on new systems or workflows.
• Process & Content Enablement
  • Maintain and contribute to the knowledge base with articles, videos, and helpful self-serve content.
  • Participate in workflow optimization projects to enhance both customer and team efficiency.
  • Help manage and enhance the CS Bot to improve self-service and ticket deflection.

Qualifications

• You have 1–3 years in a customer support, technical support, or SaaS customer success environment.
• Proficiency in Zendesk (or similar support platforms), and familiarity with CRM tools.
• Clear, empathetic communicator with a knack for simplifying complex topics.
• Technical curiosity—comfortable learning how integrations work and explaining them to others.
• A team mindset—you thrive in a collaborative, fast-paced environment where everyone pitches in.

Benefits

• Competitive market based salaries.
• Company provided and paid health benefits from the day you start, paid entirely by Proposify.
• Virtual Health Care.
• RRSP matching program from the day you start with no vesting period.
• Generous Paid Time Off Policy including: 3 weeks of vacation to start; paid sick leave; personal days; birthday leave, company-wide end-of-year holiday break.
• Skills Training Enrichment Program to grow your knowledge and skills within your role.
• Brightpass (free online fitness and wellness courses).
• Flexible working hours so you can do your best work when you are at your best.
• WFH Stipend setting you up for success!