Customer Support Representative

Customer Success Representative (CSR)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 ResponsibilitiesCustomer 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.RequirementsRequired QualificationsBachelor'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 CompetenciesExcellent verbal and written communicationActive listening and rapport buildingPersistence and resilience in handling challengesGoal-oriented and organized multitaskingWillingness to learn, accept feedback, and improveSelf-motivation and initiativeBenefitsCareer Growth & DevelopmentStructured onboarding and training plan for the first 30/60/90 daysClear career progression opportunitiesRegular feedback and performance reviewsCompensation & BenefitsCompetitive salary and bonuses based on attainment of KPIs and customer-centric outcomesHealth, dental, and vision insurancePaid time off and holidaysProfessional development budget and access to training