Job Description:

My client empowers businesses to create impactful, personalized interactions with their customers, significantly boosting conversion rates, by offering Enterprise and SMB clients a platform to craft and design highly personalized landing pages and deliver them through SMS, while ensuring a mobile data cost-free experience for consumers in South Africa.  This is a unique opportunity to join a rapidly growing company where you will play a key role in partnering with their business and employees as they continue to scale in size, revenue, and performance.

As a Customer Success Specialist, you will be instrumental in evolving their customer support team into a comprehensive customer success function. This role requires someone who is self-driven, adaptable, and eager to embrace new ideas and technologies. 

Working hours: 15:00 to midnight.

Key Responsibilities:

·         Guide customers through the onboarding process, ensuring they understand how to use the Platform.

·         Provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone.

·         Analyze key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement.

·         Identify opportunities for upselling or cross-selling the Company’s products.

·         Served as the main point of contact for customers, managing all escalations.

·         Liaise with supporting teams (Development, Finance, etc.) on behalf of clients.

·         Gather and share customer feedback internally to enhance the product and improve Customer Support practices.

·         Identify at-risk customers and implement strategies to retain them.

·         Continuously develop in-depth knowledge of the Company’s platform.

·         Demonstrate the ongoing value of their solutions, successfully renewing annual customers.

·         Diagnose software issues and resolve escalated customer complaints using established processes.

·         Guide non-technical queries (e.g., marketing, sales, e-commerce setup).

·         Create Knowledge Base content.

·         Lead knowledge sharing efforts based on customer insights across all departments.