[Hiring] User Success Specialist @Brain.fm
Apr 02, 2025 - Brain.fm is hiring a remote User Success Specialist. 💸 Salary: unspecified. 📍Location: Asia.
Role Description
We're looking for a results-driven User Success Specialist to join our team for 30 hours per week (6 hours daily, with flexible scheduling). In this role, you'll be the frontline champion for our users, directly impacting our key success metrics while maintaining our stellar 90%+ satisfaction rating.
- Respond to support tickets, social media messages, and comments within our 1-hour SLA, providing solutions that increase signups, trials, first payments, and retention
- Update and optimize our database to ensure accuracy and generate actionable insights
- Recognize recurring issues and user feedback patterns to improve our knowledge base and product
- Develop 2-3 monthly recommendations based on user interactions to enhance overall experience
- Complete assigned admin work to support team operations and reporting requirements
- Conduct proactive outreach to ensure issue resolution and identify at-risk accounts
- Work with your manager and engineering team to escalate and resolve complex issues
Your typical day will include morning and afternoon support blocks, database maintenance, knowledge base updates, and strategic work to identify improvement opportunities. You'll also participate in weekly team meetings and contribute to our continuous improvement processes.
Qualifications
- 4+ years in User Success, Customer Support, or similar customer-facing roles
- Proficiency with help desk systems (Help Scout), CRM tools, and payment processors (Stripe, RevCat)
- Experience handling customer inquiries across social platforms with appropriate tone and response strategies
- Exceptional written communication with the ability to be clear, concise, and empathetic
- Strong analytical thinking and ability to quickly diagnose and resolve user issues
- Experience maintaining databases and extracting meaningful insights from user data
- Ability to prioritize effectively in a fast-paced environment with competing demands
- Skill in connecting individual user issues to broader business opportunities
- Focus on outcomes and metrics rather than just time spent on tasks
- Self-starter mentality with the ability to identify and implement improvements
Requirements
- Maintaining response times under 1 hour
- Achieving 90%+ user happiness scores
- Resolving 95% of tickets without escalation
- Contributing to a 5% increase in key conversion metrics within 90 days
- Maintaining 98%+ database accuracy
- Having 25%+ of your strategic recommendations implemented
Benefits
- Your work directly affects our users' success and our company's growth
- Opportunity to shape our user success strategies and processes
- Collaborate with a dedicated manager (Ingrid) who values your insights
- Regular feedback and training to enhance your skills and career trajectory
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| 📍 | Be aware of the location restriction for this remote position: Asia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
Asia
|
|
Job Type
part-time
|
Posted
Apr 02, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Asia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
