My client empowers businesses to create impactful, personalized interactions with their customers, significantly boosting conversion rates, by offering Enterprise and SMB clients a platform to craft and design highly personalized landing pages and deliver them through SMS, while ensuring a mobile data cost-free experience for consumers in South Africa. This is a unique opportunity to join a rapidly growing company where you will play a key role in partnering with their business and employees as they continue to scale in size, revenue, and performance.
As a Customer Success Specialist , you will be instrumental in evolving their customer support team into a comprehensive customer success function. This role requires someone who is self-driven, adaptable, and eager to embrace new ideas and technologies.
Working hours: 15:00pm to midnight.
Key Responsibilities:
- Guide customers through the onboarding process, ensuring they understand how to use the Platform.
- Provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone.
- Analyze key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement.
- Identify opportunities for upselling or cross selling the Companys products.
- Serve as the main point of contact for customers, managing all escalations.
- Liaise with supporting teams (Development, Finance, etc.) on behalf of clients.
- Gather and share customer feedback internally to enhance the product and improve Customer Support practices.
- Identify at-risk customers and implement strategies to retain them.
- Continuously develop in-depth knowledge of the the Companys platform.
- Demonstrate the ongoing value of their solutions, successfully renewing annual customers.
- Diagnose software issues and resolve escalated customer complaints using established processes.
- Provide guidance on non-technical queries (e.g., marketing, sales, e-commerce setup).
- Create Knowledge Base content.
- Lead knowledge sharing efforts based on customer insights across all departments.
Qualifications and Experience:
- 2-4 years of SaaS experience.
- SMS experience is a plus.
- Intermediate Excel skills.
- Proven track record in retaining and growing client relationships.
- Ability to thrive in a fast-paced, dynamic environment.
- Excellent communication skills, both written and verbal.
- A team player capable of managing multiple priorities and collaborating across all levels of the business.
- A creative thinker willing to challenge the status quo professionally.
- Passion for start-ups with a solid understanding of the start-up environment.
- Strong work ethic and motivation to contribute to a growing, fast-paced environment.
- Experience in a start-up environment is ideal.
- Must have own reliable transport.
This role is perfect for someone who thrives in a hyper-fast-paced setting and is looking for a significant impact on a rapidly expanding company.
