Customer Success Specialist

Your success will be measured by how well you onboard, retain, and grow customers — not how many tickets you close. If you love helping people and learning about exciting new technology, we want to hear from you!

What you’ll do:

• Provide high-quality, personalized support to customers at various stages of their lifecycle including pre-sale, onboarding, and ongoing usage with a focus on rapid response, accurate information and a friendly demeanor.
• Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick. 
• Comfortably communicate with customers over email, Slack, and on the phone. Choose the right communications channel for each customer and adapt your style accordingly. Prioritize where you spend your time while making sole proprietors just as much of fanatical supporters as our large enterprise business customers.
• Solve problems without a script or checklist. 
• Get to know your colleagues across the company so you’ll know who to escalate issues to. Translate common customer needs into actionable advice for product management, engineering, and design to build a better product. Know how to talk to everyone, from engineers to finance to the CEO. You'll work closely with them all. 
• Quickly become an expert on our product, Canvas. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology. 
• Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale.

Qualifications: 

• Experience in a customer support or customer success position.
• Entrepreneurship and drive: We want people who are proactive self-starters that ask forgiveness, not permission.
• Technical curiosity and excitement: You enjoy exploring technology and count it amongst your hobbies.  
• Customer empathy and an ability to adapt to customers with varying levels of technical skill.
• Strong communication skills: You’ll be spending most of your day communicating — with customers, and with our team. 

Nice-to-Haves:

• Experience with CAD
• Knowledge of the home improvement industry
• Analytical skills and a love of data

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