Customer Success Specialist

Tsunami Express is a Car Wash platform business focused on building and buying brands in one of retail’s fastest-growing spaces: express car washes. Our mission is to disrupt this $14bn industry by using technology to drive growth and expanding our network of data-enabled washes. Service and performance sit at the core of all that we do, and we believe this will help us capture and maintain long-term relationships with customers.

We have doubled our car wash count over the last year and are on the path to more than triple that again over the next few years.

As a Customer Success Specialist at Tsunami Express, you’ll be on the front lines, helping our customers navigate their memberships, manage accounts, answer their general inquiries, and ensuring they leave each interaction feeling valued and understood. As we grow our team, you’ll be instrumental in helping us create and build the foundation for an amazing customer experience.

• Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback.
• Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting in documenting and improving processes that already exist.
• Work cross-functionally with operations and growth team members to resolve customer questions and issues.
• Collaborate with the Success team to identify patterns of customer pain points, refine support processes, and improve the customer experience.
• Assist with account updates, data management, and the analysis of customer support trends.
• Document and track key learnings, ongoing issues, and share insights with other teams for visibility.
• Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more.

• Customer Empathy: You are an exceptional listener and care deeply about understanding and helping with customer needs. You have a genuine desire to resolve customer issues.
• Communication
  
  Skills:
  
  Top-notch written and spoken communication abilities in English. You are comfortable and confident in English conversations.
• Ownership and Dependability: A strong sense of responsibility and the ability to deliver consistent, reliable results.
• Team Player: You are highly collaborative and thoughtful in your approaches, whether you’re working with your own team or cross-functionally. You build trust easily with colleagues.
• Adaptability and Curiosity: Comfortable with ambiguity and eager to embrace new challenges. You aren’t afraid to get creative to help solve a new problem. You’re able to learn new tools with ease.
• Growth Mindset: An eagerness to learn and grow within a fast-paced, evolving environment. Our Customer Success organization is still new, and you will have the opportunity to help us become even better!
• Business operating hours are in the United States Central Time Zone, between Monday to Friday 8 AM to 6 PM CT and Saturday and Sunday 8 AM to 4 PM CT. Earliest shift times start at 7:30 AM CT, and latest shift times end at 6:30 PM CT.
• You will work 5 days a week but will have 2 consecutive days off.
• Standard shift schedules are typically in place for a quarter (four months) at a time.