Customer Success Representative

This role is part of our ScraperAPI team, one of our growing brands at saas.group. ScraperAPI is an enterprise-scale web scraping solution, trusted by businesses across a wide range of industries to extract crucial data at scale. As a Customer Success Representative at ScraperAPI, you'll play a crucial role in optimizing our clients' experience with our service. You’ll be first point of contact for our users and will collaborate with other departments to improve the customer journey even further. This role combines Level 1 technical support, billing inquiry management, and onboarding/account setup responsibilities. Your responsibilities include serving as the first point of contact for incoming support requests, independently managing and resolving Level 1 Support tickets, collaborating with Sales during customer onboarding, classifying and escalating complex technical issues to Level 2 Support, providing feedback on ticket trends, and identifying improvements to billing workflows and policies.