Provide basic technical support regarding all inquiries and requests concerning our platforms via ticketing system, phone and/or email. Maintain multiple ticketing queues/mailboxes alongside of other team members. Take and record incoming phone calls. Provide training for key users and ensure the continuous support of the users of our systems. Complete integration of new carriers onto the platforms. Become one of the main contacts for new and existing customers. Meet deadlines of all projects.
As a Customer Success Manager at Toku, you will own a portfolio of clients and guide them through their entire customer lifecycle, from onboarding and implementation to ongoing HR, payroll, and benefits operations. This role combines client management with operational expertise, which requires you to solve compliance challenges while driving process improvements in a fast-scaling startup environment. You will be the primary point of contact for your clients.
Ensure clients have a positive experience, analyze data and feedback to identify opportunities for improvement, and act as a link between clients and internal teams. Develop relationships of trust with clients, manage complaints with empathy, and collaborate with sales teams to support the generation of valuable insights.