Position: Customer Success Manager
Company: HelpCrunch
Category: Support
Experience required: 2y
English level: fluent
Published: 2023-07-01T00:00:00+03:00

**Required skills:**
• 2+ years of experience in Customer Success/Support in a SaaS or IT product company
• Advanced level of written English
• At least upper-intermediate level of verbal English
• Basic knowledge of HTTP(S), TCP/IP, HTML, CSS, DNS, Rest API
• Basic knowledge of software development process
• Basic knowledge of the desktop, web, and mobile applications
• Experience working with the ticket- and task-tracking systems (Intercom, ZenDesk, HelpCrunch, JIRA, etc.)
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
• Outstanding problem-solving skills

**As a plus:**
• Sales skills are favored
• Other languages would be a great plus as well (Spanish, German, French, etc.)

**We offer:**
💵 Competitive USD salary with annual reviews.
👯 Work in a well-motivated proactive team by agile sprint-based process.
🎓 50% compensation of conference tickets or educational courses.
🇺🇸 50% compensation of individual English language courses.
💰 Full coverage of all your PE tax expenses.
🏥 Medical insurance after a trial period.
👩‍💻 Flexible work schedule. Full remote.
👩🏻‍💻 Newest hardware - MBP 2022.
⛱️ 20-work-days paid vacation.

**Interview stages:**
① Interview with Head of Customer Success and HR (up to 1 hour).
② Test case.
③ Meeting with the team (up to 40 min).
④ Job offer.

**Responsibilities:**
• Process customers’ requests via HelpCrunch platform (chat/email) and by phone when required
• Demonstrate HelpCrunch platform to customers (Zoom, Google Meet)
• Provide full-circle customer support — from the first time they visit our site to their last order with us
• Educate customers on best practices
• Consult and negotiate with customers on pricing options and product configuration
• Collect and prioritize customers’ feedback
• Manage day-to-day communications with dozens of customers
• Manage the long-term health of our customer base. Follow up with customers on new features, reported issues statuses, etc. Constantly follow up with our leads to convert them into paying customers.
• Manage customer documentation
• Become a living encyclopedia of what we do and what our product is capable of.