Customer Success Manager

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August 4

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Railsware

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Fintech • Artificial Intelligence • B2B

Railsware is a product studio that specializes in building innovative technology products using Ruby on Rails, React, and React Native. The company supports entrepreneurs and offers services that include web and mobile development, as well as artificial intelligence and machine learning solutions. Railsware is notable for its successful products like Mailtrap, Coupler, and TitanApps, and it aims to empower businesses by providing top-notch technical partnership and resources.

201 - 500 employees

Founded 2007

💳 Fintech

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• Manage customer support requests and respond in a timely manner via email • Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup • Independently solve clients' requests and issues • Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product • Ensure all issues are properly logged • Prioritize and manage multiple open issues simultaneously • If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers • Maintain a high-quality support service by actively contributing to the improvement of established processes • Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation • Take part in support calls occasionally

🎯 Requirements

• 2+ years of experience in technical/product support for a SaaS product • Advanced English skills, both written and spoken • Ability to investigate, reproduce issues, and dive deep into the product • Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions • Ability to proactively guide customers toward data-driven success • Willingness to conduct independent investigations to determine the root causes of problems • Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other • Strong ability to multitask and prioritize effectively • High attention to detail and accuracy • Flexibility and ability to adapt quickly and learn new tools • Effective teamwork and communication skills • Would be a plus • Bachelor’s or Master’s degree in a tech field • Experience using billing systems, ex. Stripe, CRM systems • Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools • Familiarity with Coupler.io or similar platforms • Experience with Jira administration and task management tools • Background in working with data or analytics-related roles