Customer Success Specialist

Job Description

Job Role: Customer Success Specialist

Department: Customer Success Department / QA

Reporting to: Customer Success Manager

Job Location: Remote (Global)  Full Time (8am - 5pm Mon-Fri LA time

Customer Success Specialist - A highly empathetic and detail-oriented Customer Success Specialist to own the resolution of customer concerns and escalations that directly impact retention and brand trust. This role plays a critical part in safeguarding customer relationships by addressing complex issues with professionalism, urgency, and accountability, and by converting negative experiences into positive, loyalty-building outcomes.

The Customer Success Specialist assumes end-to-end ownership of customer concerns, serving as the primary point of accountability from initial contact through final resolution. Working cross-functionally, this role identifies root causes, drives timely and effective resolutions, and ensures a consistent, high-quality customer experience. Success in this position is measured not only by problem resolution, but by the ability to restore confidence, reinforce trust, and deliver experiences that strengthen long-term customer retention and advocacy, ultimately driving operational efficiency and key quality metrics.

Required Qualifications

• Proven Customer-Facing Experience: Demonstrated experience in customer service, customer success, retention, or operations, including handling escalations and complex customer issues.
• Excellent Communication Skills: Strong verbal and written communication, with the ability to convey clarity, empathy, and professionalism in all interactions.
• Conflict Resolution & Negotiation: Skilled in de-escalating challenging situations and negotiating fair, timely resolutions that protect customer relationships.
• Analytical & Reporting Skills: Ability to analyze customer data, track KPIs, generate actionable insights, and report trends to leadership.
• Decision-Making & Ownership: Strong judgment and accountability in resolving issues, prioritizing tasks, and driving customer-focused outcomes.
• Customer Success Mindset: Committed to delivering an exceptional customer experience and fostering long-term loyalty and advocacy.

Skills & Competencies

• Communication & Interpersonal Skills: Exceptional verbal and written communication with the ability to build rapport, convey empathy, and handle sensitive or escalated situations professionally.
• Customer Empathy & Emotional Intelligence: Demonstrates strong understanding of customer needs and emotions, turning challenging interactions into positive outcomes.
• Problem-Solving & Analytical Thinking: Ability to analyze complex issues, identify root causes, and implement effective solutions.
• Organizational Excellence & Time Management: Highly detail-oriented, able to manage multiple complex cases simultaneously while meeting deadlines.
• Accountability & Ownership: Takes full responsibility for customer issues from initiation to resolution, ensuring consistent follow-through.
• Collaboration & Teamwork: Works effectively with cross-functional teams to resolve issues, share insights, and improve processes.
• Technical Proficiency: Skilled in tools such as Microsoft Excel or Google Sheets for reporting, tracking, and data analysis.

Key Responsibilities:

1. Customer Interaction & Call Management

• Serve as the primary point of contact for existing customers raising concerns, complaints, or escalated issues.
• Handle inbound calls with professionalism, empathy, and urgency while documenting all interactions accurately.
• Proactively perform outbound calls to follow up on unresolved issues, confirm appointments, or collect customer feedback.
• Manage all customer experience activities across phone, email, chat, and other communication channels, ensuring consistency and high-quality service.
• Save Campaign Execution: Implement structured campaigns to retain at-risk customers, including offering alternative products, services, or incentives aligned with company guidelines.

1. Internal Communication

• Coordinate with internal teams. Operations, Field Technicians, Dispatchers, Product/IT, and QA/Customer Success, to identify root causes and drive timely, effective resolutions.
• Establish and maintain direct communication workflows between Customer Success and other departments to enhance responsiveness and service quality.
• Provide actionable feedback to leadership on recurring issues, process gaps, and opportunities for operational improvement.

1. Reports and Data Tracking

• Maintain accurate and up-to-date records of all customer interactions, issues, and resolutions in the CRM system.
• Track and analyze key performance metrics, including Inbound Booking Ratio, Cancellation %, Run to book ratio, CSAT, and NPS, to measure team and individual performance.
• Use data insights to inform proactive strategies that improve operational efficiency, reduce customer friction, and enhance overall customer satisfaction.

1. Product Selling & Customer Onboarding

• Cross-Booking & Upselling: Identify opportunities during interactions to recommend additional products, services, or upgrades that align with customer needs, enhancing value while strengthening loyalty.
• New Booking Facilitation: Assist customers in scheduling new services, bookings, or appointments, ensuring a smooth and efficient process that reinforces a positive customer experience.
• Membership: HighlightMembership benefits and assist customers with the Onboarding process.