Customer Success Manager

Remote work

Fixed Schedule

Full time

We’re looking for an enthusiastic and responsible professional to join our team and provide customer support for Coupler.io. In this role, you’ll be the main point of contact for customers, resolving requests and ensuring the best communication experience.

Our products now have more than 2M+ signups and are constantly growing. Join the team of professionals who strive to create meaningful products and provide end-to-end support for their customers.

*This role is open for two specialists: one working in the European time zone (08:00-16:00 UTC) and another in the U.S. time zone (16:00-00:00 UTC). Please apply only if you can commit to one of these schedules and are flexible to adjust by ±2 hours if required.

If this sounds like a good fit, we’d love to receive your CV!

Join

Railsware!

Your Responsibilities

Manage customer support requests and respond in a timely manner via email
Conduct 1-st line demo calls for potential customers and provide product guidance
Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
Independently solve client's 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

Requirements

2+ years of experience in technical/product support for 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
Excellent communication and presentation skills
Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other
Strong ability to multitask and prioritize effectively
Attention to details

Will be a plus

Experience using CRM systems and task management tools
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
Background in working with data or analytics-related roles
Bachelor’s or Master’s degree in a tech field

Competitive compensation

Let's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
Growth opportunities

Outline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
Remote and flexible schedule

Railswarians live in more than 25 countries with different time zones. All of them are free to choose their most productive work time and place.
Smart Expense policy

There's an additional sum allocated to help you set up your workstation, improve your health, and learn whatever you want and how you want. No. Questions. Asked.
Secure hardware and equipment

Your productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
34 Paid days off

Railswarians rest 24 days per year + 10 days to cover your national holidays.
Regular online and offline gatherings

We frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.