Customer Success Specialist II

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October 24

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Learneo

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Education • Productivity • B2B

Learneo is a pioneering platform that focuses on building a collection of builder-driven businesses aimed at enhancing productivity and learning for everyone. By fostering an environment of decentralized entrepreneurial teams, it promotes innovation, collaboration, and the efficient delivery of educational resources. Committed to continuous growth, Learneo offers a wide range of educational tools and services, empowering individuals to learn and achieve their fullest potential in a dynamic and evolving online learning market.

501 - 1000 employees

📚 Education

⚡ Productivity

🤝 B2B

📋 Description

• Handle customer inquiries and complaints, providing timely and effective resolutions to ensure customer satisfaction for QuillBot. • 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 and retaining the existing premium users. • 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. • Open to working night shifts and weekends, with scheduled week-offs. • Open to working across voice, email, and chat support channels.

🏖️ Benefits

• Competitive salary and 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