Customer Success Associate

Job Description

As a Customer Success Associate , you will ensure a smooth, empowering experience for our users—primarily seafarers—from onboarding to continued engagement. You’ll be the go-to person for user support, issue resolution, and community-building initiatives. Key Responsibilities Manage end-to-end onboarding for new seafarers, from registration to activation. Ensure SLA adherence and timely execution of onboarding tasks. Provide multichannel support (email/chat/phone) for issue resolution and user queries. Track and coordinate global card shipments. Monitor engagement metrics to identify improvements and retention opportunities. Conduct outreach and act as a brand ambassador to drive user acquisition. Organize workshops/events to build community and user engagement. Contribute to customer engagement strategies and initiatives. Collaborate with product, marketing, and other internal teams to voice user feedback. You’ll Be a Great Fit If You Have 3–5 years of experience in customer-facing roles (Customer Success preferred). Strong communication and interpersonal skills. A proactive, independent, and multitasking mindset. Familiarity with KYC/CDD processes. Experience in onboarding design and customer journey optimization. Comfort with CRM/ticketing tools like Salesforce, HubSpot, Freshdesk, or Jira. (Bonus) Exposure to maritime, fintech, or payment industries. Show more Show less