Customer Support Representative

Job Description
We're seeking a proactive and customer-centric Customer Success Representative (CSR) to join our growing team. As a CSR, you will be the primary contact for customers post-sale, responsible for onboarding, relationship management, and driving product adoption and satisfaction. This position offers clear career development paths in customer-facing, account management, or leadership roles. You'll work closely with Account Managers, Product, and Support teams to ensure customers receive maximum value and support from our solutions.

Key Responsibilities

• Customer Onboarding: Guide customers through product onboarding, training sessions, and initial implementation.
• Relationship Management: Build long-term relationships, serving as a trusted advisor and main point of contact for assigned accounts.
• Customer Health Monitoring: Track customer engagement, product usage, and satisfaction metrics to proactively spot risks and opportunities.
• Issue Resolution: Respond to inquiries, troubleshoot problems, and ensure swift resolution of concerns.
• Feedback Collection: Gather customer feedback, advocate for their needs internally, and contribute suggestions for product/process improvements.
• Expansion & Retention: Identify upsell, cross-sell, or renewal opportunities with existing customers, collaborating with Sales or Account Managers.
• Education & Enablement: Educate customers on new features, updates, and best practices through calls, webinars, and documentation.
• Internal Collaboration: Work with Support, Product, and Sales teams to deliver a seamless customer experience.
• Reporting: Maintain accurate notes and activity records in CRM. Track KPIs such as satisfaction, retention, and churn.

Requirements

Required Qualifications

• Bachelor's degree or equivalent experience preferred (Business, Communications, or related field).
• 1+ years in a customer-facing, support, or account management role.
• Strong communication, troubleshooting, and time management skills.
• Empathy, customer advocacy, and a proactive, solution-oriented approach.
• Familiarity with CRM and support platforms.

Core Competencies

• Excellent verbal and written communication
• Active listening and rapport building
• Persistence and resilience in handling challenges
• Goal-oriented and organized multitasking
• Willingness to learn, accept feedback, and improve
• Self-motivation and initiative

Benefits

Career Growth & Development

• Structured onboarding and training plan for the first 30/60/90 days
• Clear career progression opportunities.
• Regular feedback and performance reviews

Compensation & Benefits

• Competitive salary and bonuses based on attainment of KPIs and customer-centric outcomes
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development budget and access to training