Customer Success Manager

Requirements:

• 2+ years of experience in Customer Success/Support in a SaaS or IT product company
• Advanced level of written English
• At least upper-intermediate level of verbal English
• Basic knowledge of HTTP(S), TCP/IP, HTML, CSS, JS/JSON, DNS, Rest API
• Basic knowledge of software development process
• Basic knowledge of the desktop, web, and mobile applications
• Experience working with the ticket- and task-tracking systems (Intercom, ZenDesk, HelpCrunch, JIRA, etc.)
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
• Outstanding problem-solving skills


Will be a plus:

• Sales skills are favored
• Other languages would be a great plus as well (Spanish, German, French, etc.)

What we offer:

• Competitive USD salary with annual reviews.
• Work in a well-motivated proactive team by agile sprint-based process.
• Opportunity to work on an ambitious project.
• Ability to take part in product decision making.
• 50% compensation of conference tickets or educational courses.
• 50% compensation of individual English language courses.
• Full coverage of all your PE tax expenses.
• Medical insurance after a trial period.
• Flexible work schedule. Full remote.
• Newest hardware - MBP 2022.
• 20-work-days paid vacation.

Interview stages:

? Interview with Head of Customer Success and HR (up to 1 hour).
? Test case.
? Meeting with the team (up to 40 min).
? Job offer.

Responsibilities:

• Process customers’ requests via HelpCrunch platform (chat/email) and by phone when required
• Demonstrate HelpCrunch platform to customers (Zoom, Google Meet)
• Provide full-circle customer support — from the first time they visit our site to their last order with us
• Educate customers on best practices
• Consult and negotiate with customers on pricing options and product configuration
• Collect and prioritize customers’ feedback
• Manage day-to-day communications with dozens of customers
• Manage the long-term health of our customer base. Follow up with customers on new features, reported issues statuses, etc. Constantly follow up with our leads to convert them into paying customers.
• Manage customer documentation
• Become a living encyclopedia of what we do and what our product is capable of.


About us

HelpCrunch is a fast-growing SaaS platform for communication with customers, which is created in Ukraine. Our goal is to help businesses improve online customer support and increase sales. Currently, the HelpCrunch platform includes:

• Multi-channel online chat
• Chatbots
• Multilingual knowledge base
• E-mail marketing
• Shared box
• Pop-up windows

HelpCrunch was founded in September 2016 and has now grown to a team of 30 people. All of the above ? describes our product, but really what matters at HelpCrunch is not the product we make. HelpCrunch is all about people creating cool and useful things used by thousands of companies around the world.

From the very beginning of the full-scale war, we blocked all russians without hesitation and refused to cooperate with any russian company in the future . From March 2022, we offer special conditions for Ukrainians in order to support domestic businesses.
Join us!