Customer Success Support Representative

This role is pivotal in ensuring customers achieve success with our SaaS product by providing responsive support, proactive solutions and a seamless client experience. The Customer Success Support Representative will focus on two key objectives:

Building strong relationships with customers, offering tailored guidance and troubleshooting issues so they meet their business goals and get more value from the product. Acting as a link between customers, Customer Success, technical teams and Product Development, keeping product knowledge current and customer feedback flowing into the product.
The ideal candidate will be passionate about customer success, skilled at simplifying complex topics for different audiences, and motivated by continuously building their product knowledge to serve customers better. Success in this role will be measured by customer satisfaction, first-response and resolution times, and product adoption.

KEY RESPONSIBILITIES:
Customer Support

• Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues and ensuring timely resolution of concerns.
• Identify and escalate more complex issues to senior members of the Customer Success or technical teams, ensuring efficient and seamless problem resolution.

Customer Education

• Offer ongoing training and guidance on product features, updates and best practices to help customers maximise the value of the SaaS platform.
• Contribute to product adoption and help customers meet their business goals.

Product Feedback and Collaboration

• Gather and communicate customer feedback to the Product Development team to support continuous improvement and innovation.
• Collaborate with internal teams to share knowledge and develop strategies that improve customer outcomes.

Documentation and Knowledge Sharing

• Maintain detailed records of customer interactions, including inquiries, resolutions and opportunities for future engagement.
• Share knowledge and insights with the team to foster collective growth and improve customer outcomes.

Continuous Learning and Skill Development

• Stay informed on the latest product updates, industry trends and customer success best practices.
• Regularly engage in professional development to build deeper product understanding, so you can offer more advanced solutions and a higher-quality, more strategic level of support.

KEY BEHAVIOURS:

• Continuous Learning: Proactively seek ways to improve product knowledge and skills, and apply new insights to improve customer support.
• Empathy and Patience: Work with customers patiently, focusing on their business outcomes and long-term success.
• Collaborative: Work with internal teams to share knowledge and improve customer outcomes.

SUCCESS CRITERIA:

• Responsiveness: First-response and resolution times on customer tickets, and a high number of inquiries resolved at first contact.
• Customer Satisfaction: Strong CSAT and NPS scores, and good-quality customer feedback.
• Adoption and Retention: Improved product adoption rates, higher retention and reduced customer churn.
• Complex Inquiries: Ability to address complex inquiries well.
• Self-Improvement: Growth through training, certifications and internal knowledge-sharing sessions.

SKILLS & EXPERIENCE:

• Experience in a Customer-Facing Role: Proven experience supporting customers.
• Cross-Team Experience: Experience working with product development, sales and technical support to deliver seamless customer experiences.
• Product Knowledge: Experience with or other Property Management Systems is highly regarded.
• Problem-Solving: Strong ability to troubleshoot and resolve issues with a customer-focused approach.
• Communication Skills: Exceptional written and verbal communication, with the ability to simplify complex topics and adapt to different audiences.
• Relationship Building: Demonstrated ability to build trust and long-term relationships with customers, focusing on their success and satisfaction.
• Prioritisation: Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Track Record: Proven record of achieving KPIs such as first-response times, CSAT scores and product adoption rates.