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