Customer Success Analyst focusing on revenue expansion strategies at iugu. Responsible for account management and risk mitigation in a B2B environment.
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Hybrid Intermediate Customer Support Specialist
Posted 2 months ago
About the role
- Intermediate Customer Support Specialist handling customer inquiries via phone, chat, and email. Mastering Clio products and providing guidance on AI-powered solutions while ensuring high customer satisfaction.
Responsibilities
- Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance;
- Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;
- Effectively using call & chat control and de-escalation techniques to handle difficult situations;
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds;
- Sharing knowledge with peers through coaching and consultations;
- Mentoring new hires to ensure proficiency with Clio values, product, and workflows;
- Promoting self-help resources and driving client engagement;
- Capturing product feedback and staying updated on new releases to maintain expertise, including developments in AI capabilities and features;
- Contributing to projects that enhance processes, service delivery, and team culture.
Requirements
- A collaborative team player who shares knowledge generously;
- Innovative, improving workflows and sharing best practices;
- A self-starter who grows individually and helps others do the same;
- Radically candid, offering and receiving feedback comfortably;
- Technically adept and quick to grasp new concepts, especially those related to AI, to provide expert guidance and troubleshooting.
- A role model who demonstrates professionalism and positivity;
- Skilled at multitasking and prioritizing in fast-paced settings;
- Effective at managing time and meeting commitments;
- A skilled communicator, both written and verbal, who conveys empathy;
- Passionate about solving complex problems with patience and understanding.
- Experience with web-based/SaaS applications;
- Familiar with Salesforce or similar CRM software;
- Proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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