Customer Success Assistant

Remote

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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Years of experience working as a Customer Success Assistant*

Years of experience using CX software/platform*

Do you have experience using the cx software called Gorgias?*

List other customer experience software you've used in the past. (List all that applies)*

Years of experience using an e-commerce platform*

Do you have experience with the Shopify e-commerce platform?*

List other e-commerce platform you have used before. (List all that applies)*

Do you have background/understanding with SMS platform?*

Do you have experience using Postscript as an SMS platform?*

List other SMS platform you've used before. (List all that applies)*

What is your proficiency level in terms of you communication skills both written and verbal?*

Do you have experience using G Suite and Slack?*

List other project management tools you've used before. (List all that applies)*

This role requires someone who can wear make-up routinely and have passion for cosmetics. Can you commit on this?*

Are you available to work full time?*

Can you work on a graveyard shift?*

Do you have graveyard experience over the past 6 months?*

Total years of experience working on a graveyard shift*

Can you work on the client's preferred work schedule which is from Sunday to Thursday, 3am – 12pm EST with Friday and Saturday offs?*

Do you have pre-planned vacations or appointments in the next 90 days?*

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I hereby declare that all information provided in my application with GrowthAssistant is accurate, complete, and true to the best of my knowledge. I understand that any inconsistencies found in the information provided at any stage of the recruitment process may result in the automatic rejection of my application. I understand and acknowledge that I will no longer be considered placeable with GrowthAssistant if any discrepancies are identified.* Agree

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Customer Success Assistant

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