Customer Success Specialist

Job Description

We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation.

This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.

Customer Support & Engagement

• Provide ongoing tactical support to CS leads for high-touch customers.
• Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses
• Track and document customer feedback, trends, and common pain points to inform internal teams.
• Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
• Identify upsell opportunities for low-touch customers and proactively flag them.
• Oversee low-touch customers to ensure retention and satisfaction

Customer Education

• Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
• Support the development of curriculum and training materials for LMS (Learning Management System).
• Build onboarding and training collateral tailored to different customer segments.
• Develop resources that align with the customer journey to drive adoption and retention.
• Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.

Requirements

• 2+ years of experience in customer education, customer support, or a related role in B2B SaaS.
• Excellent written and verbal communication skills – you can create clear, concise, and engaging content.
• Strong project management and multitasking abilities – you can manage multiple priorities in a fast-paced environment.
• Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office.
• A problem-solver who thrives on helping customers and proactively improving processes.
• Highly organized and detail-oriented, with a methodical approach to accomplishing tasks.
• Experience working in a startup environment and the ability to adapt to evolving priorities.
• Ability to ramp up quickly and take ownership of tasks with minimal supervision.
• A proactive, customer-first mindset with a passion for delivering value.
• Flexible hours to accommodate customer coverage across time zones.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.