Customer Success Specialist II

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August 6

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360 Social Agency

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eCommerce • Digital Marketing • B2B

360 Social Agency is a premier digital marketing agency that specializes in creating personalized and effective marketing strategies for businesses. With a proven track record of delivering rapid results, they offer a 30-day action plan designed to align with company objectives and drive growth. Their extensive services include SEO, social media marketing, advertising, e-commerce solutions, and graphic design, leveraging cutting-edge tools and expert marketing talent to maximize performance and achieve genuine success for their clients.

11 - 50 employees

Founded 2018

🛍️ eCommerce

🤝 B2B

📋 Description

• Handle customer inquiries and complaints, providing timely and effective resolutions to ensure customer satisfaction. • Build strong relationships with customers through honest and clear communication. • Deliver exceptional customer service by addressing concerns with empathy and professionalism. • Identify opportunities to convert free users into paid customers through upselling strategies. • Collaborate with internal teams to resolve customer issues efficiently. • Keep customers informed about new products, features, and services. • Follow up with customers to ensure their concerns are fully addressed. • Understand customer needs and provide personalized solutions to enhance their experience. • Engage with and manage community platforms such as Discord, app stores, Play Store, and Trustpilot to promote products and gather user feedback.

🎯 Requirements

• 3+ years of experience in a SaaS-based product company with hands-on customer support experience (preferably in international voice, email, or chat support). • Excellent verbal and written communication skills in English. • Strong problem-solving skills with the ability to handle multiple tasks efficiently. • Proven experience in B2B / team plan customer support, with the ability to manage complex, multi-user accounts and provide tailored solutions for business clients. • Outbound customer engagement experience is a plus, including proactive outreach to users for feedback, retention, and upselling purposes. • Experience with CRM tools like Zendesk is a plus. • Prior experience managing community platforms to engage users and promote products is a plus. • Basic understanding of AI language models and general technical know-how is preferred. • Familiarity with basic troubleshooting for Mac and Windows platforms to assist customers with common technical issues. • Detail-oriented, proactive, and eager to learn. • Willing to work flexible shifts, including weekends if required. • Open to working across voice, email, and chat support channels.

🏖️ Benefits

• Competitive salary, stock options & annual bonus • Medical coverage • Life and accidental insurance • Vacation & leaves of absence (menstrual, flexible, special, and more!) • Developmental opportunities through education & developmental reimbursements & professional workshops • Maternity & parental leave • Hybrid & remote model with flexible working hours • On-site & remote company events throughout the year • Tech & WFH stipends & new hire allowances • Employee referral program • Premium access to QuillBot