What are the responsibilities and job description for the Customer Success Associate position at ShipHawk?
Customer Success Associate
This position is located at ShipHawk’s headquarters in Santa Barbara, CA, or ShipHawk’s Kiev, Ukraine office
About ShipHawk
ShipHawk is the premier packing and shipping software for ERP connected companies. We work with high volume retail, wholesale and eCommerce companies that have outgrown basic shipping software.
Come join us as we transform one of the last massive old-school industries into a transparent, efficient market, benefiting both retailers and consumers. Join a startup where you can make an impact, grow your career, and have a voice.
5 Reasons Why You Want to Work with Us:
- You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.
- You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people.
- You want to have a voice.
- You want to be part of a fun and healthy culture.
- You want to work at a company that will provide an opportunity to get to the next level of your career.
What We’re Looking For In You:
We are looking for an all-star skill set: efficient, organized and follows through on commitments. You're intelligent, have great analytical skills and pay attention to detail. In addition, you're calm under pressure, have a great work ethic and communicate well.
And, more than the usual skills, we want you to push and not accept the mundane. Push for a higher standard. Be proactive. Be open to new ideas and personal feedback. Try stuff, fail and learn from it. 5% of business leaders are 20 times more efficient than 95% of business leaders. We want you to be the 5%.
About the Opportunity:
Reports to: Team Lead, Customer Success
Department: Customer Success
The Customer Success Associate provides post-sale support for active customers. This position manages day to day interactions with clients, including answering platform questions, providing feedback on expected system functionality, and reporting customer facing issues internally. The CSA functions as an avid customer advocate within the ShipHawk.
This is an ideal opportunity for someone who enjoys getting into the details, thrives on challenges and problem solving, and welcomes a blend of both technical and client-facing demands.
Responsibilities:
- Assist customers and respond to service requests/inquiries by telephone, email and chat, or otherwise department adopted tools
- Answer customer inquiries by seeking to understand customer issues or requests, clarifying details, researching and providing information and/or solutions
- Resolve customer issues through education, solutions or appropriate escalation
- Document customer interactions with details of inquiries, as well as actions taken within the company's CRM or otherwise designated system
- Achieve productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals)
- Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through defined escalation process
- Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality and customer care issues
- May include other duties as assigned by Management
Qualifications:
- Must be a critical thinker, and a detail-oriented problem-solver
- Excellent verbal and written communication skills, with the ability to understand and analyze problems without extensive context
- Curious and quick learner, with healthy dose of initiative
- General IT knowledge with the ability to educate customers via phone or email
- Excellent time management skills, able to efficiently prioritize tasks and remain flexible
- Enjoy a fast-paced and team-based environment with the ability to create a positive environment facing adversities
ShipHawk provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
In response to the global pandemic, ShipHawk requires all employees who work from a ShipHawk office to be fully vaccinated. ShipHawk will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law. This policy does not apply to remote employees not working onsite at the ShipHawk office.