Customer Support Associate (Self-Service)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Customer Support Associate (Self-Service) (SaaS): Supporting the growth and success of the self-service customer channel by assisting customers with product adoption and improving resource accessibility with an accent on proactive outreach, onboarding guidance, and knowledge base maintenance. Focus on monitoring Product-Led Growth (PLG) metrics and identifying expansion opportunities to optimize the customer journey.
Location: Virtual (Remote)
Company
is a leading B-Corporation data privacy platform that helps organizations comply with global privacy regulations like GDPR and CCPA.
What you will do
- Perform proactive outreach and guide self-service customers through the onboarding process.
- Organize and maintain self-service resources and knowledge base articles to ensure ease of use.
- Monitor key Product-Led Growth (PLG) metrics, including signups, activation, and go-live success.
- Identify and surface upgrade opportunities and escalate complex technical issues to the CX team.
- Build and maintain internal process guides and documentation.
- Assist with customer communications and operational tasks within the Customer Experience team.
Requirements
- 1–2 years of experience in customer support, customer success, or SaaS technical support.
- Strong written and verbal communication skills.
- Customer-first mindset with a desire to help others succeed.
- Ability to work independently and learn new software and technology quickly.
- Excellent attention to detail and organizational skills.
Nice to have
- Familiarity with Product-Led Growth (PLG) concepts and adoption metrics.
- Experience with tools such as Zendesk, Intercom, HubSpot, or Salesforce.
- Experience creating knowledge base articles and internal documentation.
- Familiarity with analytics, reporting, or customer usage data.
Culture & Benefits
- Work at a company recognized as a Great Place to Work for four consecutive years.
- Join a high-growth B-Corporation with a strong mission regarding data privacy as a fundamental right.
- Collaborative environment that embraces thoughtful automation and emerging technologies.
- Opportunity to grow a career in Customer Experience, Customer Success, or Support Operations.
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