Customer Success Specialist

📍 İstanbul

Candidates should have a background and strong interest in B2B SaaS Customer Support and an eagerness to learn and master new skills in a high-energy, high-impact environment.

As a customer success specialist you will;

  • Managing high-volume inbound support channels while maintaining support SLA goals
  • Identifying product and technical issues and use appropriate troubleshooting steps leading to resolution
  • Managing customer expectations regarding estimated response times for issue resolution
  • Expediting service in situations requiring urgent attention as determined by management
  • Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience
  • Reporting and tracking bugs affecting users
  • Collaborating with other departments within Reflektive to find resolutions to support issues
  • Fostering strong relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective
  • Assisting with reporting and analysis of customer support metrics

You should get in touch if you:

  • 2-3 years of relevant work experience in a related role (which may include technical support, project management, product development, sales, account management, marketing, among others).
  • Top-notch communication skills, both written and verbal.
  • Experience with Intercom, zendesk or similar customer support software.
  • Fluency with Microsoft Office (particularly Excel) and Google Apps.
  • Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
  • A knack for data analysis and process/operations improvement.
  • A passion for problem-solving and a comfort with risk. Any small, early-stage business faces big challenges, and candidates should be prepared to proactively identify and solve challenges on the fly.