Customer Success Specialist

Job Description

As a Customer Success Specialist, you will primarily focus on assisting our clients with their day-to-day needs and inquiries related to Bryq, our online assessment platform. This role emphasizes front-line support, following existing processes and documentation, and maintaining some client relationship support responsibilities such as routine check-ins and ensuring client satisfaction.

1. Customer Support & Issue Resolution
• Act as the first point of contact for client inquiries via email, chat, or phone.
• Follow established support procedures to diagnose and resolve common issues.
• Escalate complex or technical problems to senior team members or specialized departments, ensuring proper follow-up.
• Log all support interactions in the ticketing system to maintain accurate records and track resolution times.
2. Process Adherence & Documentation
• Utilize existing checklists, FAQs, and knowledge base articles to guide client interactions and ensure consistent service.
• Maintain up-to-date client records, following company protocols for data entry and documentation.
• Suggest minor updates to support materials if you notice recurring issues or outdated information, but major process changes are handled by senior team members.
3. Client Relationship Support
• Conduct routine check-ins with assigned clients to confirm they are satisfied and using the platform effectively.
• Communicate upcoming product updates or new features to clients, referring them to senior team members for deeper discussions.
• Gather basic client feedback and share it with the Customer Success or Product teams for further action.
• Assist in renewals or expansions by providing initial information, then passing leads to senior Account Managers.
4. Onboarding Assistance
• Support the onboarding process by guiding new clients through established steps and providing relevant documentation.
• Coordinate with the senior Customer Success team to schedule or facilitate product demos or training sessions as needed.
5. Cross-Functional Collaboration
• Work closely with senior Customer Success, Product, and Technical teams to relay client issues or feature requests.
• Attend team meetings to stay informed about product updates and changes in processes or documentation.

Requirements

• Bachelor’s degree in Business, HR, Marketing, Communications, or a related field (or equivalent experience).
• 1-2 years of experience in customer support, customer service, or a similar client-facing role.
• Excellent English language skills, both written and verbal.
• Strong communication and interpersonal skills; comfortable interacting with clients via phone, email, or chat.
• Detail-oriented, able to follow established processes and accurately document client interactions.
• Basic technical aptitude, with the ability to learn the platform’s features and assist with routine troubleshooting.
• Team player mindset, eager to collaborate with senior colleagues and learn from their expertise.

Benefits

• Join a fast-growing HR tech company making a real impact in the future of work
• Work in a dynamic, international environment with experienced professionals
• Competitive salary and benefits package
• Flexible working model

If you’re a results-driven customer success advocate looking to take on a versatile role in a high-growth startup, we’d love to hear from you!