About the Role
Customer Success Specialist
locations
CAN-BC-Remote
time type
Full time
job requisition id
JR100791
It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.
Fullsteam integrates modern and scalable payments technology with vertical software to create industry-specific features and end-to-end business management systems. Our payments technology, vertical software, and best-practices approach to management allow us to provide customers with best-in-class solutions.
Commerce7, part of the Fullsteam organization, is a customer-centric commerce platform in the alcohol industry, powering over 1400 leading alcohol brands, including Opus One, Caymus, Harlan Estate, and William Chris Winery.
As a Customer Success Specialist at Commerce7, youll be empowering and supporting customers with the knowledge and best practices they need to grow their business. Through the creation of documentation and by communicating through our ticketing system, youll be answering questions, solving problems, and guiding clients towards making better decisions. Youll become an expert at using our platform and will be instrumental in the success of our clients.
Primary Responsibilities:
In this role you will
- Answer support tickets through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
- Educate our clients on best practices to help them grow their business and be successful.
- Create help articles in Hubspot to grow our knowledge base.
- Identify, reproduce, and document bugs for the development team to address.
- Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
- Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
- Occasionally jump on a video conference call to discuss and walk through complicated customer issues.
Primary Qualifications:
To be successful in this role, you must
- Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
- Be an independent problem solver. You do not give up when you dont know the answer immediately and are able to work through problems creatively.
- Be a team player. You understand when it is necessary to loop in senior staff members for assistance and youre humble enough to ask for help when needed.
- Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
- Have a strong positive attitude and perform well under pressure.
- Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take no for an answer, and those who arent tech savvy.
- SaaS business experience preferred.
- Online, remote, customer facing experience preferred.
- Technical / Coding experience preferred.