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

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