Customer Support Representative

We’re seeking a proactive and customer-centric Customer Success Representative (CSR) to join our growing team. As a CSR, you will be the primary contact for customers post-sale, responsible for onboarding, relationship management, and driving product adoption and satisfaction. This position offers clear career development paths in customer-facing, account management, or leadership roles. You’ll work closely with Account Managers, Product, and Support teams to ensure customers receive maximum value and support from our solutions. 

Key Responsibilities 

• Customer Onboarding: Guide customers through product onboarding, training sessions, and initial implementation. 
  

• Relationship Management: Build long-term relationships, serving as a trusted advisor and main point of contact for assigned accounts. 
  

• Customer Health Monitoring: Track customer engagement, product usage, and satisfaction metrics to proactively spot risks and opportunities. 
  

• Issue Resolution: Respond to inquiries, troubleshoot problems, and ensure swift resolution of concerns. 
  

• Feedback Collection: Gather customer feedback, advocate for their needs internally, and contribute suggestions for product/process improvements. 
  

• Expansion & Retention: Identify upsell, cross-sell, or renewal opportunities with existing customers, collaborating with Sales or Account Managers. 
  

• Education & Enablement: Educate customers on new features, updates, and best practices through calls, webinars, and documentation. 
  

• Internal Collaboration: Work with Support, Product, and Sales teams to deliver a seamless customer experience. 
  

• Reporting: Maintain accurate notes and activity records in CRM. Track KPIs such as satisfaction, retention, and churn. 
  

Required Qualifications 

• Bachelor’s degree or equivalent experience preferred (Business, Communications, or related field). 
  

• 1+ years in a customer-facing, support, or account management role. 
  

• Strong communication, troubleshooting, and time management skills. 
  

• Empathy, customer advocacy, and a proactive, solution-oriented approach. 
  

• Familiarity with CRM and support platforms. 
  

Core Competencies 

• Excellent verbal and written communication 
  

• Active listening and rapport building 
  

• Persistence and resilience in handling challenges 
  

• Goal-oriented and organized multitasking 
  

• Willingness to learn, accept feedback, and improve 
  

• Self-motivation and initiative 
  

Career Growth & Development 

• Structured onboarding and training plan for the first 30/60/90 days 
  

• Clear career progression opportunities.
  

• Regular feedback and performance reviews 
  

Compensation & Benefits 

• Competitive salary and bonuses based on attainment of KPIs and customer-centric outcomes 
  

• Health, dental, and vision insurance 
  

• Paid time off and holidays 
  

• Professional development budget and access to training