Clearstream

Customer Success Manager

• Handling fast-paced live chats: A major part of this role is handling conversations through the live chat on our website and in our application. You will talk with customers to help them get set up, troubleshoot issues, and answer questions they have. You will also chat with non-customers (leads) who are looking to start using Clearstream. Live chat is fast-paced, and you will have multiple conversations at a time. Our team prioritizes speed, but not at the sacrifice of quality. Responses should be fast, but also very clear and helpful.
• Taking Zoom and phone calls: You will have multiple calls each week to walk customers through their accounts, troubleshoot issues, and answer questions.
• Communicating technical concepts in an approachable way: You should be able to learn something complex and technical, then communicate it back in a way that's simple and easy to understand. You should know what's important to include in your responses, but also what should be left out.
• Emailing customers - The majority of our support is not through email, but you will use email on a small scale.
• Staying humble and receptive to feedback: We care deeply about how we talk with our customers. You can expect a lot of feedback, especially in your first 6-12 months. Even after that, you will receive regular feedback from your manager. We don't expect you to know everything, but we do expect you to be teachable and never stop learning. Our support team has an excellent reputation with the churches we serve.
• Recording videos: If you're comfortable on camera, you might help with customer education videos.

Customer Success / Support