Customer Success Specialist

The Role

Raydar is recruiting for this role on behalf of our client. Own day-to-day support and account relationships for a busy online platform, resolving issues from start to finish across chat, messaging, email and calls. Partner with engineering and product to surface recurring problems, and help build the processes and tooling that let the support function scale.

• Handle a high volume of conversations with customers and platform users across chat, messaging, email and calls.
• Support onboarding, payment questions, disputes, campaign setup and general platform issues.
• Take ownership of problems end-to-end, investigating independently with internal tools before escalating to engineering.
• Run onboarding calls for new customers and manage larger accounts through shared messaging channels.
• Relay recurring issues to engineering and product, help identify root causes and prioritize fixes.
• Tune an AI-powered support assistant so it resolves more conversations and gives better answers over time.
• Create and refine internal documentation, workflows and systems that keep support efficient as volume grows.
• Use AI tools to work several tickets in parallel and investigate multiple conversations at once.
• Spot patterns in customer problems and give product-minded feedback that reduces future support volume.

• Roughly 2 to 4 years of hands-on experience helping customers and accounts at a technology business, ideally one with an online platform.
• Ability to stay organized and responsive while juggling hundreds of simultaneous conversations in a fast-paced setting.
• Skill at diagnosing technical problems and resolving account issues independently with internal tools.
• A strong sense of ownership, seeing each issue through to resolution rather than handing it off.
• Sound independent judgment and comfort in an intense startup environment.

• Background in a related online business model where two groups of users interact.

• New York, NY, United States
• On-site, 5 days per week in office
• Full-time

• Equity