Remote Customer Success Specialist (Local Afternoon Shift)

Why we’re looking for you

We are looking for an experienced Customer Success Specialist in this high growth rate stage, who can work directly with our customers all over the world.

After the purchase/sale, the most important phase of the customer lifecycle is to ensure customers have the best experience with this product and service and no negative reviews left.

You’ll do

• Communicate with customers via live chat platform to help them get familiar with the product or provide them with the appropriate document to include in conversations.
• Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
• Educate and empower our customers to become better users of the product.
• Thrive on providing support through many different channels of communication, including email, chat, ticket and social media such as Facebook Group.
• Collaborate with technical staff to learn the product and support the customers to use it effectively.
• Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
• Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
• Other duties as assigned by manager
• Working time (UTC+7): Sunday to Thursday (01:00 PM - 10:00 PM); Tuesday to Saturday (01:00 PM - 10:00 PM) or Monday to Friday (01:00PM - 10:00 PM)

You Have…

• Minimum of 1 year of experience in Customer Success.
• Proficiency in English at a B2 level (CEFR) or equivalent to IELTS 6.0 - 6.5.
• Experience with Shopify is preferred, particularly in relation to page builder products or similar tools within SaaS/E-commerce.
• Basic technical knowledge is a plus.
• Strong customer service mindset and skillset, with the ability to effectively manage and de-escalate difficult, urgent, or critical customer situations while prioritizing varying levels of customer support.
• Exceptional interpersonal skills, with the ability to build and maintain relationships across diverse personality types.
• Competence in evaluating, troubleshooting, and resolving customer issues, including the ability to replicate and document cases for escalation.
• Ability to perform effectively under pressure and meet tight deadlines.