Job Description
We are seeking a highly motivated Senior Customer Success Specialist to join our elite team in New York. In this Full-Time role, you will be the bridge between our innovative technology and our diverse client base. Our unique schedule allows you to enjoy your weekdays off while contributing to a thriving weekend operation.
As part of our elite support division, you will handle high-level escalations, drive customer retention, and ensure our weekend service standards are industry-leading. We offer a premium benefits package, including health insurance, a 401(k) plan, and paid time off.
Responsibilities
- Manage a portfolio of enterprise clients with a focus on retention and growth.
- Resolve complex technical and operational issues with speed and precision.
- Lead the weekend support sprint, ensuring 100% ticket resolution within SLA.
- Conduct training sessions for junior staff and document best practices.
- Collaborate with product teams to advocate for user needs based on weekend feedback.
- Monitor system performance and proactively suggest optimizations.
Qualifications
- Minimum of 3 years of experience in Customer Success or Account Management.
- Proven ability to thrive in a weekend shift environment (Saturday & Sunday).
- Excellent verbal and written communication skills in English.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and ticketing systems.
- Bachelor’s degree in Business, Communications, or related field preferred.
- Strong analytical skills with a detail-oriented mindset.
- Ability to work independently and handle high-pressure situations.