We are hiring a Customer Success professional to ensure that our current clients are maximizing the value they are receiving from Two Boxes. Reporting to the head of business operations, you will be equipped with the knowledge of what it takes for customers to succeed with Two Boxes, serve as a thought partner and lifeline to customers, and provide impeccable client support via Zendesk, email, phone and in person meetings.
We are a startup and things evolve quickly, but below are some of the most critical responsibilities for this role:
Build a knowledge base around the Two Boxes product to be able to manage questions and issues from customers.
Support customers through managing product requests, questions on product usage, and technical issues.
Proactively monitor data from each site to improve utilization, address escalated issues, and optimize outcomes for each customer.
Work cross-functionally with our technical support team to ensure that questions out of scope are addressed in a timely manner.
Build strong and positive relationships with merchants and warehouses.
Work closely with the Customer Success Lead to understand the unique needs of each warehouse or merchant and tailor onboarding processes accordingly.
Contribute to an onboarding plan, including timelines, milestones, and training sessions with new warehouses and brands.
Be responsible for managing partners to receive onboarding details in a timely manner.
Educate merchants about Two Boxes features, benefits, and customization options.
Be the voice of the customer back to the Two Boxes team.
Work cross-functionally with engineering, product, sales, and other internal teams to effectively communicate product functionality and messaging to customers and prospects.
Proactively identify changes we can make to our application to make our customers' lives better.
2+ years of work experience in operations, customer service, account management or sales in the e-commerce, supply chain, or logistics industries.
Comfortable using ticketing platforms, with Zendesk experience highly preferred.
Demonstrated experience in building rapport and overcoming objections in a customer service environment.
Excellent written & spoken communication skills.
Experience working with a fast-growth technology company, preferred.
Experience in the e-commerce and/or supply chain industries strongly preferred.
Experience working with a SaaS or platform product preferred.
Highly organized with a strong sense of urgency to meet deadlines.
Willing to travel occasionally for key customer meetings and events.
This position is fully remote, but will include occasional travel for customer and partner visits, company offsites, conferences, and more. We work flexibly and support our team members to do their best work regardless of location.