We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation.
This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.
Customer Support & Engagement
- Provide ongoing tactical support to CS leads for high-touch customers.
- Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses
- Track and document customer feedback, trends, and common pain points to inform internal teams.
- Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
- Identify upsell opportunities for low-touch customers and proactively flag them.
- Oversee low-touch customers to ensure retention and satisfaction
Customer Education
- Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
- Support the development of curriculum and training materials for LMS (Learning Management System).
- Build onboarding and training collateral tailored to different customer segments.
- Develop resources that align with the customer journey to drive adoption and retention.
- Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.
Requirements
- 2+ years of experience in customer education, customer support, or a related role in B2B SaaS.
- Excellent written and verbal communication skills – you can create clear, concise, and engaging content.
- Strong project management and multitasking abilities – you can manage multiple priorities in a fast-paced environment.
- Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office.
- A problem-solver who thrives on helping customers and proactively improving processes.
- Highly organized and detail-oriented, with a methodical approach to accomplishing tasks.
- Experience working in a startup environment and the ability to adapt to evolving priorities.
- Ability to ramp up quickly and take ownership of tasks with minimal supervision.
- A proactive, customer-first mindset with a passion for delivering value.
- Flexible hours to accommodate customer coverage across time zones.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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