Description
We are seeking a Customer Success Representative with exceptional communication skills, strong technical aptitude, and meticulous attention to detail. In this role, you’ll become a true expert on the CustomerHub platform, providing top-tier support to our customers via email, chat, and live video calls. You will also own the structure and quality of our Help Center, ensuring customers have clear, accurate, and accessible resources.
This position is ideal for someone who takes pride in their work, honors their commitments, and can leverage AI tools to work smarter and more efficiently.
Success metrics
In order to be successful in this role, the CSR will focus on and improve the following key business metrics:
- Customer Experience - customer satisfaction rating for all support channels
- Median Response Time - median response time for all inbound inquiries
- Free Trial Conversion Rate - % of free trial users that convert into paying customers
Responsibilities
A day in the life of the CSR includes but is not limited to the following:
- Provide outstanding customer support via email, chat, and occasional live video calls, representing CustomerHub with professionalism and empathy
- Learn the CustomerHub platform in and out to confidently troubleshoot issues, guide customers, and provide valuable feedback to our product team
- Organize, update, and enhance our Help Center, improving structure, clarity, and usability for our customers
- Leverage AI tools to draft responses, summarize content, and enhance support workflows — using technology to improve speed and quality of service
- Collaborate with the team to test new features, document findings, and provide actionable product feedback
- Track and manage support requests with exceptional attention to detail, ensuring timely and reliable follow-up with customers
- Maintain accurate records of customer interactions and contribute to building a robust knowledge base
Qualifications
In order to be successful in this role, the CSR should embody the following characteristics:
- Exceptional English communication skills (both verbal and written), with the confidence to conduct live customer support sessions on video
- Strong technical aptitude and enthusiasm for learning complex software systems
- Experience using AI tools (e.g., ChatGPT, Copilot, or similar) to improve productivity and output
- Highly detail-oriented and organized, with the ability to manage multiple tasks and maintain high-quality standards
- Proactive and dependable, with a proven track record of honoring commitments and following through on responsibilities
- Experience in customer support, technical support, or SaaS environments is highly preferred
- Ability to work independently and manage time effectively in a remote setting
