Customer Success Associate (Internal Recruitment Only)

Position Overview

• Location Type: Remote
• Job Type: Not specified
• Salary: Not specified

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. At Helpshift, you’ll have the opportunity to work with today’s leading B2C brands as they begin their journey to provide the customer support experience that their customers want and need. We’re looking for self-starters, with a bias toward action that can clearly articulate their data-centric points of view and effect experiential change, to join us in revolutionizing customer relations. If you’re excited to learn more about cutting edge technology including mobile-first asynchronous messaging, Bots, and AI, we’re the Customer Success team for you!

Requirements

• Experience:
  • 1+ years of experience helping SMB customers reach their goals, while surpassing your teams’ measures of success in the process.
  • 2+ years of professional work experience.
• Skills:
  • Data-driven and able to articulate data-centric points of view.

Responsibilities

• Build strong executive and business user relationships with Helpshift’s SMB (Small to Medium Sized Businesses) and mid-market customers.
• Conduct quarterly business reviews and work with customers to establish critical goals or key performance indicators (KPIs) that aid them in achieving their goals, increasing renewals, and reducing churn.
• Be the Helpshift product expert from the business user perspective and become a trusted, strategic advisor for every customer you engage with.
• Support customers with questions across all areas including billing, data performance, contract details, and product information.
• Communicate your technical knowledge of Helpshift’s platform, educating clients on best practices regarding SDK (Software Development Kit) configurations and internal Dashboard setup.
• Work with your manager to handle customer escalations and find resolutions that yields the best outcome for both Helpshift and the customer.
• Respond to customer inquiries within 24 hours and, as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary.

Application Instructions

• Not specified