Location: In-person (Industry, CA), with the ability to relocate if needed.
About Us:
ShipSaving is a rapidly growing SaaS company dedicated to delivering affordable, efficient, and reliable shipping solutions that empower small businesses and e-commerce entrepreneurs. With a strong commitment to supporting minority-owned businesses and making a positive social impact, we're looking for team members who share our passion for customer success and driving meaningful change.
Role Overview:
We are seeking a full-time Customer Success Associate to support our customers in effectively using ShipSaving's software. In this role, you'll guide customers through onboarding, resolve their questions and issues, and build lasting relationships that foster customer loyalty. Additionally, you'll serve as a key advocate for our users, providing insights and feedback that help shape product improvements and collaborating closely with internal teams. This role is ideal for a quick learner who thrives in a fast-paced environment and is committed to helping customers succeed.
Key Responsibilities:
Customer Support and Onboarding
Serve as a trusted advisor, clearly demonstrating how ShipSaving's product meets each customer's unique needs.
Manage the onboarding process, ensuring new customers are comfortable navigating the platform and maximizing its features.
Provide continuous support via online chat, email, and phone, assisting with technical questions and troubleshooting.
Uphold company values by treating every customer with respect, professionalism, and clear communication.
Building Customer Loyalty
Build strong, lasting relationships with customers, fostering loyalty and encouraging long-term engagement.
Proactively follow up, ensuring customer satisfaction and providing additional support as needed.
Collect and analyze customer feedback to improve service quality and enhance overall user experience.
Collaborate with the support team to enable customers to resolve minor issues independently, promoting a seamless experience.
Customer Advocacy and Technical Assistance
Act as the voice of the customer within ShipSaving, ensuring their needs are prioritized in decision-making.
Assist customers with technical troubleshooting related to online applications, operating systems, and internet technologies.
Maintain high standards of feedback and ratings on online accounts, demonstrating our commitment to customer excellence.
Requirements:
Minimum of 6 months of customer service experience (phone, in-person, or online), ideally within SaaS or e-commerce.
Minimum of an Associate's degree.
Excellent written and verbal communication skills in English and Mandarin (Mandarin required).
Typing speed of at least 40 words per minute. Test your typing speed here.
Familiarity with online applications and technical troubleshooting; experience with Asana and Google Suite/Microsoft Office.
Technical aptitude and familiarity with SaaS platforms, CRM tools, and ticketing systems.
Ability to communicate effectively with customers and internal teams, demonstrating urgency and attention to quality.
Patient, team-oriented, and adaptable, with a strong commitment to delivering exceptional customer experiences.