Customer Success Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Urable, part of the Fullsteam organization, is an all-in-one business management app designed for niche-oriented, service businesses, integrating scheduling, online booking, quoting/invoicing, payment processing, employee management, inventory tracking, and automated customer communication to streamline operations. Its scheduling and booking tools optimize job assignments and client convenience; while invoicing and payments ensure fast, secure transactions. Employee and inventory management simplify payroll and stock oversight, and automated texts enhance client engagement. With a sleek, user-friendly interface, Urable is easy to navigate, and our company delivers unparalleled customer service through dedicated onboarding and support.

Job Summary:
Customer Success Representatives drive new subscribers and account retention through direct customer interactions. They are responsible for conducting various different one-on-one video calls with both new and current subscribers to aid with onboarding, answer topic specific questions, and encourage the usage of new and emergent features in an effort to increase growth rate while reducing churn. This role reports to the Director of Customer Success.
 

Primary Responsibilities:

• Greet new trial users via email/live chat to initiate onboarding

• Conduct 1:1 onboarding calls to help users configure their account, upload logos, set pricing, and schedule jobs

• Participate in the Account Set-up initiative

• Provide step-by-step walkthroughs for quoting, invoicing, scheduling, and messaging

• Conduct topic driven Q&As

• Respond to live chat and support tickets throughout the day

• Troubleshoot issues such as reminder misfires, calendar integrations, and login problems

• Triage bugs or deeper issues to the dev team with detailed context

• Document FAQs and update internal support documentation

• Monitor trial user activity to encourage engagement (e.g. if no jobs scheduled in 3 days, send a check-in email)

Skills & Competencies:

• Excellent verbal and written communicator

• Comfortable with technology

• Composed under pressure

• Willing to find creative solutions

• Self starter, able to work independently

Minimum Qualifications:

• Bachelor level education

• Experience with direct customer interactions

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.