Hybrid Customer Success Representative

at Aspire Software

• Job title: Customer Success Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Montreal, Canada

About the role

• Customer Success Representative assisting customers with AI voice technology onboarding and support. Building relationships and ensuring exceptional customer experiences in a hybrid environment.

Responsibilities

• Client onboarding: Lead the end-to-end onboarding process for new customers, including platform setup, product demonstrations, and training to ensure a successful start
• Customer support: Manage incoming support requests via email, chat, and phone, providing prompt, clear, and helpful responses
• Proactive account management: Conduct regular follow-ups with customers to ensure their satisfaction, identify optimization opportunities, and anticipate needs
• Issue resolution: Diagnose and resolve customer problems, escalating technical issues to the product team as needed
• Documentation: Create and maintain help resources, FAQs, and user guides to enable customer self-sufficiency
• Feedback collection: Gather and share customer feedback with product and sales teams to continuously improve our offering
• Metrics tracking: Monitor and improve key performance indicators including customer satisfaction, retention rates, and onboarding success
• Cross-functional collaboration: Work closely with leadership and technical teams to ensure a seamless customer experience
• Systems implementation: Contribute to the setup and optimization of customer success tools and processes as we scale

Requirements

• 4+ years of experience in customer success, customer support, or a similar role at a software company
• Previous experience with customer onboarding and handling technical support
• Excellent communication and interpersonal skills with an empathetic approach to customer service
• Ability to explain technical concepts in simple, accessible terms
• Familiarity with AI products and technology (no need to be a technical expert)
• Strong organizational skills and the ability to manage multiple customers and requests simultaneously
• Proactive, solution-oriented approach to customer challenges
• Passion for helping customers succeed and achieve their business objectives
• Experience in the trades industry and/or service businesses is an asset
• Ability to work independently in a fast-paced startup environment
• Fluency in French and English, both written and spoken, is required
• Based in Montreal for a hybrid working arrangement

Benefits

• Competitive base salary with a performance bonus structure tied to customer satisfaction and retention
• Hybrid work environment in Montreal and a collaborative, global team culture