Position: Customer Success Manager (US hours, fluent English)
Company: Code200
Experience required: 1y
Category: Support
English level: fluent
Published: 2021-05-01T00:00:00+03:00

We are a small but growing B2B SaaS company looking to find our first full-time hire. This key role will be responsible for all aspects of customer success. Most importantly, this individual will be responding to inbound email support requests. Full duties entail:

* Replying to support tickets via email. We use Freshdesk so familiarity with that platform is helpful.
* Generate and send quote PDFs as requested.
* Handle customer billing forms, tax documentation, and purchase orders.
* Follow up on outstanding invoices by emailing delinquent customers.
* Proactively email customers on trial accounts, offering to help set up their account and answer any questions.
* Write and manage on-site documentation of frequently asked questions.
* Build Freshdesk canned responses to help automate their own job.
* After sufficient product training, we will ask you to participate in customer on boarding phone calls and screen shares.
* Additionally, we may add on-site live chat at some point and ask you to help support that effort as well.

This is a full time role, approximately 8 hours per day, Monday through Friday. Most of our customers are in the United States. The exact time period each day is up to you, but should be somewhere between 8 AM Eastern and 5 PM Pacific.

Here are the tools we use. Familiarity with any of these is helpful, in order of importance:

* Google docs / Gmail
* Freshdesk
* Slack
* Trello
* Mixmax
* Metabase

We are a very small but growing company and are looking for someone who is self-motivated and can work on their own, reaching out to us for guidance and questions as needed. We’ve documented a lot of our processes already but will look to you to help further document processes and procedures. As new processes come up, you’ll need to ask for help on a screen share with us, then document the process for the future.

You must have fluent or native English speaking and writing skills.