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Customer Service
Customer Success Specialist
@Documo
[Hiring] Customer Success Specialist @Documo
Mar 25, 2025 - Documo is hiring a remote Customer Success Specialist. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Customer Success Specialist’s role is to wow and delight our customers. They do this by providing prompt and personal expert level support and service, helping to answer questions and troubleshoot and resolve issues. This role serves as the front line contact for customer accounts and is responsible for owning the resolution of customer issues while driving the highest levels of customer retention and satisfaction.
Key Responsibilities
- Serve as front line contact for customer accounts, providing prompt and attentive expert support/service through email, live chat, and phone
- Assist customers in troubleshooting and resolving product questions and/or issues
- Help customers locate relevant KB articles
- Take ownership of customer issues (tickets) and making those issues our own until resolved
- Provide timely follow-up and communication until ticket resolution
- Meet or exceed internal expectations on channel response times, resolution times, and CSAT
- Take a consultative approach in helping customers resolve issues and achieve goals
- Collaborate, problem solve, and/or strategize upcoming customer meetings with team members
- Create or update necessary documentation and/or visuals for our customer facing KB
- Work with other teams and team members across the organization as necessary to ensure a great customer outcome and experience
- Support, collaborate, and train other team members as needed
Qualifications
- Skilled customer service professional and passionate about helping customers which is reflected in their work
- Great communication skills and can effortlessly communicate with clarity and empathy (in their own voice)
- Good time management skills and regularly interacts with internal resources for product changes and updates to inform their customer
- Demonstrates a proper understanding of Help Center usage and recommends those articles correctly
Requirements
- Understand the customer’s needs to deliver expected outcomes and proper troubleshooting steps
- Using accurate and correct information and resources
- Possesses basic working knowledge of their functional domain
- Basic knowledge of Documo and product
- Comfortable escalating and working with other team members to build Documo related skills
Benefits
- Competitive benefits (medical, dental, vision, 401k with an impressive match) for US based employees
- Annual performance reviews with merit increases
- Annual Company Trips
- Equity in the company
- The ability to work from wherever makes you happy with people who love what they do
- Work for a small but fast-growing technology company with a supportive, inclusive, and fun culture!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
