Customer Success Associate

Job Description

About Us:

GlobalyHub is a software product development company based in Australia and Nepal. We build software products that are globally scalable, add value, and solve problems of businesses as well as individuals. 

Position Overview:

As a Customer Support Associate, you will play a crucial role in assisting our clients to achieve their desired outcomes with our products. Your responsibilities will include monitoring and managing chat support, promptly addressing customer queries, and coordinating with relevant teams to resolve issues. Additionally, you will follow the bug reporting process, ensuring that issues are documented and assigned to Engineers for resolution. Your efforts will contribute to enhancing customer satisfaction and ensuring a seamless experience with our products.

Key Responsibilities:

Client On-boarding & Training

• Guide new clients through the onboarding process, ensuring a smooth setup and integration of Agentcis.com into their operations.
• Conduct product demonstrations and training sessions to help clients understand and utilize the full capabilities of our platform.
• Customize onboarding processes to meet the specific needs of each client.

Customer Support & Relationship Management

• Provide timely, high-quality customer support via phone, email, and chat to resolve inquiries, technical issues, and requests.
• Troubleshoot client issues and escalate complex cases to the technical team when necessary.
• Track and manage customer interactions, support tickets, and service cases in the CRM system to ensure efficient case resolution.
• Build and maintain strong relationships with clients to ensure high levels of satisfaction and retention.
• Regularly check in with clients to provide updates, address concerns, and identify any additional needs or opportunities for value.

Product Adoption & Up-selling

• Drive product adoption by educating clients on new features, best practices, and use cases that align with their business needs.
• Identify upsell and cross-sell opportunities based on client requirements and usage patterns.
• Work closely with the sales and product teams to provide insights on customer feedback and market trends that can help improve our offerings.

Team Collaboration

• Work closely with the sales, marketing, and product teams to ensure clients receive a seamless experience across all touchpoints.
• Provide feedback and suggestions to improve customer success processes and overall service delivery.

Qualifications:

• Experience: 1-2 years of experience in customer success, account management, or customer support, preferably in a SaaS or tech environment.
• Education: Bachelor’s degree in Business, Communications, Marketing, or a related field is preferred.

Skills

• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to handle challenging customer situations and solve problems effectively.
• Proven track record of improving customer satisfaction and driving product adoption.
• Proficiency in using CRM software (e.g., Salesforce, HubSpot) and customer support tools.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Language: Must be proficient in English and the local language.