No longer accepting applications
Customer Success Specialist
HIREXEWorkFromHome, Mpumalanga, South Africa25 days ago
Job descriptionDevelop and maintain a comprehensive, user‑friendly knowledge base, including FAQs, how‑to guides, video tutorials, and troubleshooting documentation. Continuously improve self‑service resources based on ticket trends, customer feedback, and new product features. Monitor knowledge base performance metrics to identify gaps and prioritize resource creation. Design and deliver scalable training content to onboard new customers effectively, focusing on self‑sufficiency and optimal product use. Organize webinars or recorded sessions to educate customers on best practices and new feature rollouts. Analyze support data to identify trends, inefficiencies, and opportunities for improvement. Develop and track customer support KPIs, including response time, resolution time, and customer satisfaction (CSAT). Partner with the product team to provide customer insights that shape the roadmap and resolve recurring pain points. Identify opportunities to turn satisfied customers into brand advocates by promoting successful resolutions or exceptional customer experiences. Gather customer feedback and collaborate with cross‑functional teams to improve products and services. Average response and resolution time for Tier 1 support tickets. Knowledge base utilization metrics (e.g., page views, time on page, resolution rates). Customer satisfaction scores (CSAT) for support interactions. Reduction in repetitive inquiries due to self‑service effectiveness. Training session engagement and post‑training feedback. Experience : 3-5 years of experience in a customer support or customer success role, preferably in a B2B SaaS environment. Communication : Exceptional written and verbal communication skills, with an ability to translate technical concepts into user‑friendly language. Tools : Proficiency in customer support platforms (e.g., HubSpot, Help Scout, Intercom) and knowledge management systems (HubSpot, Notion). Problem‑Solving : Strong analytical skills to identify trends, resolve issues, and implement process improvements. Customer Focus : Empathy and a strong customer‑first mindset to build trust and deliver excellent experiences. Teamwork : Proven ability to work cross‑functionally with technical teams, product teams, and other stakeholders. Education : Bachelor’s degree in business, communications, or a related field is preferred but not required.
Get AI-powered advice on this job and more exclusive features.
Job Advertisement : Customer Success Specialist
Location : Fully remote
Job Type : Full-Time
Time Zone : Must be comfortable working within EST (Eastern Standard Time)
Position Overview
A US based company is seeking a proactive and customer-focused Customer Success Specialist to lead and scale our customer support operations while building a world‑class knowledge base for self‑service. This role is critical to ensuring our customers have a seamless, efficient, and positive experience. Reporting directly to the CEO, this role will shape the foundation of scalable support processes, manage Tier 1 support, and empower customers with resources that reduce friction and improve satisfaction.
Key Responsibilities
Customer Support Management
- Lead and manage Tier 1 support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Build and optimize ticketing workflows to streamline response and escalation processes for complex or technical issues.
- Act as a bridge between customers and technical teams, ensuring customer concerns are accurately communicated and addressed.
Knowledge Base and Self‑Service Resources
Customer Education
Operational Excellence
Customer Advocacy and Engagement
Key Success Metrics
Qualifications
#J-18808-Ljbffr
Create a job alert for this search
Customer Specialist • WorkFromHome, Mpumalanga, South Africa
Related jobs
Tadaweb is a scale-up technology company providing an open-source information platform that magnifies the impact of investigative, analytical and operations teams.
Over the past 11 years, Tadaweb ha...Show moreLast updated: 30+ days ago
- Promoted
Customer Success Manager (EMEA)
ApprovalMaxWorkFromHome, Mpumalanga, South Africa ApprovalMax is on the lookout for a motivated.Customer Onboarding and Enablement : Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support ...Show moreLast updated: 30+ days ago
- Promoted
Client Success Manager- South Africa
Everything To GainWorkFromHome, Mpumalanga, South Africa We are looking for a proactive and dedicated.The ideal candidate will take charge of maintaining strong relationships with clients, ensuring they receive maximum value from our services, and identi...Show moreLast updated: 11 days ago
- Promoted
Recruitment Consultant / Customer Success Manager
Outsource AbilityWorkFromHome, Mpumalanga, South Africa Recruitment Consultant / Customer Success Manager.Note : we are considering both part-time and full-time candidates for this role.
We are seeking a motivated and experienced.Remote Recruitment Consulta...Show moreLast updated: 19 days ago
- Promoted
Senior Client Success Manager
BruntWorkWorkFromHome, Mpumalanga, South Africa Senior Customer Success Manager (CSM).BruntWork continues to deliver unmatched value.Beyond the traditional CSM responsibilities, this role includes owning and running a.
These webinars will showcas...Show moreLast updated: 10 days ago
- Promoted
Customer Success Specialist
Cherry AssistantWorkFromHome, Mpumalanga, South Africa Customer Success Management (CSM) Specialist.This role is ideal for someone who thrives in data-driven environments, excels at building scalable customer support systems, and enjoys improving custo...Show moreLast updated: 17 days ago
- Promoted
Customer Success Manager
HIREXEWorkFromHome, Mpumalanga, South Africa Job Title : Customer Success Manager (Remote - EST Time Zone).Location : Remote (Must be available during Eastern Time business hours).
A fast-growing US company, committed to delivering exceptional v...Show moreLast updated: 30+ days ago
- Promoted
Customer Excellence Manager
The Legends AgencyWorkFromHome, Mpumalanga, South Africa Customer Excellence Manager – Deliver world-class customer service for a growing international business UK hours, fully remote!.
Role : Remote (South Africa-based) | Salary : R28,000 - R38,000.Our cli...Show moreLast updated: 30+ days ago
- Promoted
Client Success Manager
Rotate DigitalWorkFromHome, Mpumalanga, South Africa We are seeking a driven and talented Client Success Manager to join our dynamic company.If you have experience in client success and retaining revenue under your management, please consider applyin...Show moreLast updated: 25 days ago
- Promoted
Client Success Manager - 0816 - Cape Town, South Africa
Bionic TalentWorkFromHome, Mpumalanga, South Africa Client Success Manager - 0816 - Cape Town, South Africa.Client Success Manager - 0816 - Cape Town, South Africa.This range is provided by Bionic Talent.
Your actual pay will be based on your skills ...Show moreLast updated: 24 days ago
- Promoted
Client Success Manager - 0631 - Johannesburg, South Africa
Bionic TalentWorkFromHome, Mpumalanga, South Africa Client Success Manager - 0631 - Johannesburg, South Africa.Our client is a digital marketing agency specializing in providing digital marketing services to dental practices across the USA.They are ...Show moreLast updated: 30+ days ago
- Promoted
Customer Success Manager
OnHiresWorkFromHome, Mpumalanga, South Africa Direct message the job poster from OnHires.Talent Acquisition Manager at OnHires.We assemble teams and recruit tech talent for Web3, Cryptocurrency, Blockchain, DeFi companies.Our client is a fast-...Show moreLast updated: 2 days ago
- Promoted
Customer Success Manager
Robert WaltersWorkFromHome, Mpumalanga, South Africa Location : Remote (Preferred : South Africa).Reports To : Chief Customer Officer.Company : SCB Global – A Microsoft Teams-first UCaaS, CPaaS & CX Provider.
SCB Global Ltd is looking for a passionate and...Show moreLast updated: 1 day ago
- Promoted
Enterprise Customer Success Manager
CanonicalWorkFromHome, Mpumalanga, South Africa Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.
Our platform, Ubuntu, is widely used in breakthrough enterprise initiat...Show moreLast updated: 22 days ago
- Promoted
Remote Customer Success Manager – Tadaweb
JobspaddyWorkFromHome, Mpumalanga, South AfricaRemote
- Promoted
Client Success Manager - 0837 - Johannesburg, South Africa
Bionic TalentWorkFromHome, Mpumalanga, South Africa Client Success Manager - 0837 - Johannesburg, South Africa.Our client is a digital marketing agency specializing in helping dental clinics grow through comprehensive digital solutions.They transfor...Show moreLast updated: 24 days ago
- Promoted
Senior Manager, Customer Success
OffSecWorkFromHome, Mpumalanga, South Africa Senior Manager, Customer Success.Senior Manager, Customer Success.Get AI-powered advice on this job and more exclusive features.
Founded in 2006 by the creators of Kali Linux,.Offensive Security) is...Show moreLast updated: 30+ days ago
- Promoted
Customer Retention Specialist
ELVTRWorkFromHome, Mpumalanga, South Africa Get AI-powered advice on this job and more exclusive features.ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies.Our un...Show moreLast updated: 30+ days ago
- Promoted
Client Success Manager - 0881 - Johannesburg, South Africa
Bionic TalentWorkFromHome, Mpumalanga, South Africa Client Success Manager - 0881 - Johannesburg, South Africa.Client Success Manager - 0881 - Johannesburg, South Africa.This range is provided by Bionic Talent.
Your actual pay will be based on your s...Show moreLast updated: 4 days ago