Customer Success Specialist

Job not on LinkedIn

🔥 43 minutes ago

🇺🇸 United States – Remote

💵 $55k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Limble

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

🏭 Manufacturing

💰 $20.4M Later Stage VC (Series B) on 2024-06

SaaS • B2B • Manufacturing

Limble is a cloud-based CMMS (computerized maintenance management system) that helps operations and maintenance teams reduce downtime and manage assets. It provides work order management, a technician mobile app, preventive and predictive maintenance scheduling, asset and parts inventory management, audits & compliance features, analytics/insights, integrations including an API, and professional/enterprise deployment options. Limble is marketed to maintenance professionals across industries (explicitly listing manufacturing, food & beverage, energy & utilities, hospitality, healthcare, education, construction, and facility management) and emphasizes fast implementation and practical AI enhancements to improve maintenance productivity.

📋 Description

• Resolve customer product questions and issues through chat, email, and phone • Take ownership of customer inquiries from first contact through resolution • Troubleshoot standard product issues methodically and document attempted solutions • Support accounts routed directly to the team and conversations unresolved by the AI chatbot • Escalate complex or at-risk issues with clear summaries, steps taken, and customer impact • Help customers use AI-assisted workflows and obtain accurate, valuable answers • Use AI tools in daily workflows and validate AI responses for accuracy, completeness, and tone • Improve AI prompts and knowledge through structured feedback • Build expertise in Limble features and customer maintenance operations • Translate customer and Limble terminology into clear, customer-friendly language • Recommend best-practice uses of Limble • Flag recurring questions and help create or improve help articles, macros, and guides • Gather bug-investigation details, including reproduction steps, environment, and customer impact • Submit documented Jira tickets and actionable product feedback • Surface customer-question and friction-point trends for product discovery • Collaborate with Product, Engineering, Sales, and Customer Success • Support internal colleagues with Limble-related questions and issues • Support prospective customers through demo requests and Sales handoffs • Manage support inboxes by urgency and customer impact • Follow support processes, documentation standards, and quality guidelines • Keep tickets and tasks accurate, current, and visible to the team and management

🎯 Requirements

• Reliable attendance during set coverage hours • Passion for creating a positive customer experience through email, chat, phone, and video calls • Clear written and verbal communication, including explaining technical concepts in plain language • Strong problem-solving instincts and a methodical approach to troubleshooting • Comfort working with AI tools and willingness to question their output • Conflict resolution skills and composure with frustrated customers • Strong attention to detail and organized, accurate documentation • Ability to collaborate across company teams • Ability to thrive in a high-growth environment with changing priorities and ambiguity • Experience with Excel is a plus • Experience in B2B customer support, customer success, or account management is nice to have • Experience in the SaaS industry is nice to have • Background in equipment maintenance, machinery, or manufacturing is nice to have • Experience with ticketing and support tools such as Jira is nice to have

🏖️ Benefits

• Medical, dental, and vision insurance through Cigna for you and your family • HSA with company contribution and FSA options • 401(k) with company match up to 4% • 100% employer-paid short-term and long-term disability insurance • 100% employer-paid life insurance • Optional Critical Illness, Accident, and Hospital Indemnity plans • Fully paid parental leave: 16 weeks for birthing parents and 12 weeks for non-birthing parents • Flexible PTO • 13 company holidays • Monthly wellness stipend • Optional pet insurance

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