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.

Requirements

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

Benefits

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