Customer Success Specialist

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.

Learn More

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