Customer Service and Success Specialist - gateB

Job DescriptionJob Description

Overview: ( Hybrid role)

The Customer Service and Success Specialist is responsible for delivering exceptional customer support while ensuring long-term client success and satisfaction. This role combines technical service support with a strategic focus on nurturing customer relationships, solving complex problems, and driving customer engagement. You will act as the primary point of contact for receiving, triaging, routing, and resolving technical issues while helping customers maximize the value of the company's products and services.

Key Responsibilities:

• Provide technical and product-related support to customers, answering inquiries, resolving service issues, and coordinating solutions across departments.
• Test, troubleshoot, and document outcomes to reproduce service issues reported.
• Liaise between customers and internal teams (Project Managers, Solution Specialists, and Developers) to ensure clear communication and timely resolution of any product or service issues.
• Develop and maintain strong customer relationships by acting as a trusted advisor, identifying customer needs, providing reports, and ensuring they are achieving success with the company’s offerings.
• Analyze customer data and feedback to improve customer experiences, uncovering root causes of issues, and recommending improvements.
• Create and maintain customer training materials and provide ongoing training to customers and internal teams to promote product understanding and usage.
• Manage customer interactions with a proactive approach, ensuring smooth service delivery and consistently exceeding customer expectations.

Qualifications:

• 3-5 years of experience in customer service, customer success, or a related role.
• A good understanding of marketing operations processes and technologies.
• Experience with Zendesk, Confluence, and Jira.
• Strong problem-solving skills with the ability to work across multiple teams to resolve issues.
• Excellent communication and time management skills, with the ability to handle diverse and complex customer needs.
• A focus on customer satisfaction and success, ensuring long-term business relationships.