Customer Success Specialist
Caplena
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required
- Continuously optimise support processes by creating training resources and categorising queries
- Conduct project briefings and requirement gathering with customers
- Handle data tasks such as file assessment, restructuring and preparation for import
- Coordinate internal or freelance language specialists
- Present results to clients and handle change requests
- Stay up to date with product knowledge and industry trends
- Take over ownership of knowledge base: keep content up to date, improve structure, add new content and create specific instructional videos
- Conduct training sessions for customers on basic product functionalities and progress to more advanced training as expertise develops
Requirements
- Proven professional experience in customer success, market research or similar role
- Strong project management skills
- Excellent professional communications skills, both written and verbal
- Fluency in English and German
- Affinity for data handling & data analysis
- Analytical mindset with the ability to troubleshoot user-level technical issues
- Ability to adapt to a dynamic work environment and learn new technologies
Benefits
- Exciting growing product
- Competitive salary
- Quick and inclusive decision making
- Capable, driven and down-to-earth team
- MacBook Air
- Flexible working hours, and remote opportunity
- Equity
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data handlingdata analysisproject managementtechnical troubleshootingcustomer training
Soft Skills
communicationanalytical mindsetadaptabilityownershipcoordination