Customer Support Champion

We're a growing startup searching for our first Customer Support Champion to join our team. This person will play a key role in shaping how we interact with our customers.

Here's what we're looking for:

• Develop Comprehensive Knowledge Base Articles: Create clear and informative guides to empower our users to utilize our product effectively.
  
  
• Provide Exceptional Customer Support: Deliver top-quality assistance via Intercom and email, ensuring customer inquiries and issues are resolved promptly and efficiently.
  
  
• Lead Customer Onboarding: Oversee the onboarding process for new customers, ensuring they have a seamless experience and fully understand how to leverage our product's features.
  
  
• Manage the Customer Referral Program: Encourage satisfied customers to participate in our referral program and oversee the entire referral process.
  
• Drive Upselling and Plan Transitions: Assist customers in transitioning from monthly to annual plans when appropriate. Develop strategies to promote plan upgrades that align with customer goals.
  
  
• Coordinate G2 and Capterra Reviews: Reach out to contented users to solicit reviews on platforms like G2 and Capterra to enhance our online presence.
  
  
• Act as the Voice of the Customer: Collect and communicate customer feedback to our internal teams to drive product improvements.
  
  
• Process and System Development: Build and optimize processes and systems to streamline customer success operations and improve efficiency.
  
  
• Plan for Team Expansion: As the company scales, prepare to hire, train, and manage a customer support and success team.
  

We are looking for someone with great communication skills, a customer-centric mindset, and the ability to thrive in a dynamic startup environment.