As a Customer Support Specialist, you’ll work closely with our customers to identify, investigate, escalate and advise them on their questions and concerns. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You’ll work closely with our global support team to efficiently identify, solve, escalate and advise our customers.
You will drive retention and growth among new customers by working with a variety of startups and growing companies as they begin their journey with Close. You’ll connect directly with new customers (often Founders and CEOs!), acting as their Close consultant and setting them up for success on the platform. Your focus will be on proactively reaching out to new customers to book account reviews where you will help them build strong sales processes within Close and directly increase customer retention.
Handle customer inquiries, provide timely resolutions, and build strong customer relationships. Identify opportunities to convert free users into paid customers through upselling strategies, while collaborating with internal teams to resolve issues. Keep customers informed about new products and features, and engage with community platforms to gather user feedback.
We are seeking an experienced Director of Customer Success to lead and scale our Customer Success function, focusing on enabling customers to achieve desired outcomes. The role involves building proactive success programs and driving retention and expansion across the customer lifecycle. The director will manage Customer Success Managers and collaborate with Sales, Product, and Support to improve the customer experience and reduce churn.
The Customer Support Specialist will ensure that customers receive value from the Qualio platform by addressing their product and technical questions in a timely and effective manner. They will engage with customers primarily through email and chat, troubleshoot product or technical issues, and provide resolutions.