Customer Success Assistant

Full Time
Mid Level

GrowthAssistant is seeking a proactive and customer-oriented Customer Success Assistant to join our client's team. In this role, you will play a crucial part in ensuring our client's customers have a positive experience with their products and services. Your primary responsibilities will include assisting the Customer Success team in managing and nurturing client relationships, providing support to customers, and addressing their inquiries or concerns. You will also contribute to the development of customer success strategies, gather feedback, and assist in the execution of retention initiatives. The ideal candidate should have excellent communication skills, a passion for helping customers succeed, and the ability to work collaboratively with cross-functional teams.


The Benefits:

  • Permanent Work From Home
  • Attendance, Performance, and Referral Bonuses
  • Paid Holidays and Time Offs
  • Health Card


The Responsibilities:

  • Respond to inquiries with off-script, personalized emails/SMS and client-provided templates and scripts
  • Track feedback/requests in client-provided platform (Gorgias) – client to provide SOP/training as needed
  • Answer customer queries related to products/service – client to provide templates/scripts
  • Support client-related FAQ's/Troubleshooting (ordering/order modifications/order tracking, returns, shipping resolution, etc.) – client to provide templates/scripts/talk talk tracks for all FAQ's/Troubleshooting
  • Escalate Tier 2 inquiries when necessary (when internal resources do not present a clear, decisive answer)
  • Channel recurring customer inquiries to your supervisor so we can root solve
  • Manage “shade matching” – client to provide cosmetics kit for reference


The Requirements:

  • 2 + years experience with a CX platform (Gorgias preferred) is a must-have – Customer Service/tickets
  • 1 + years experience with Shopify or other e-commerce platform
  • Familiarity with SMS platforms (Postscript preferred)
  • Strong written communication skills with ability to personalize/customize from templates
  • Experience with G Suite and Slack (internal comms)
  • Availability Sunday – Thursday 3am EST – 12pm EST (for the initial 60 days) - this is an async role
  • Must wear make-up routinely and have passion for cosmetics


Nice to Have:

  • Experience with SaaS or DTC companies
  • Experience with Asana or other project management tool
  • Experience with AfterShip (or similar) tracking tool
  • Interest in/experience with makeup
  • Background in an arts related field (or is an artist) – can understand colortones, etc.


Grow Into:

  • Maintain a broad knowledge of products/value
  • Ability to thrive in a "peaks and valleys" environment - inquiries come fast and furious, followed by longer lulls in workload (staffing will be deployed accordingly)
  • Identify and report on ticket trends
  • Offer basic insights to improve efficiency or effectiveness of most common troubleshoots and course feedback

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