Customer Success Advocate
Greater NYC Area
2 weeks ago
Help solve escalated issues through phone, email, or chat (multi channel use- phone/email or chat/email).
Troubleshoot, investigate, and create detailed notes in our admin system.
Provide follow up calls to customers to troubleshoot issues as necessary.
Actively collect insights from customers and focus on closing the communication loop by providing product feedback.
Provide timely updates regarding new trends in support issues.
Develop and document best practices to enhance troubleshooting processes.
Drive business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/upsell.
Have a strong focus on retention by creating opportunities and options for customers interested in cancelling/returning orders.
Be a Subject Matter Expert/Brand Ambassador for all our products.
Continue to build on an already strong CS team culture.