Customer Success Manager

About Kintsugi

Kintsugi is transforming sales tax compliance with AI-driven automation, making it easier for e-commerce, SaaS, and other businesses to navigate complex tax regulations. As we scale, we are looking for a Customer Success Manager to ensure our customers receive the support they need to effectively use our platform.

About the Role

As a Customer Success Manager, you will be the first point of contact for customers seeking support through email and our chat bubble. Your goal is to resolve customer questions efficiently, provide clear guidance on using our software, and ensure all customer needs are met. This role is remote-friendly within Southeast Asia.

Key Responsibilities

• Respond to customer inquiries via email and chat in a timely and professional manner.

• Troubleshoot common issues and guide customers through solutions.

• Ensure customers fully understand how to use our platform and its features.

• Escalate technical issues or complex concerns to the appropriate team while maintaining clear communication with the customer.

• Track and document customer interactions to identify trends and improve our support processes.

• Collaborate with the product and onboarding teams to provide proactive support and refine FAQs and help documentation.

• Maintain a high standard of customer service, ensuring every user feels supported and valued.

What We’re Looking For

• 2+ years of experience in customer support, customer success, or a related role.

• Excellent written communication skills with a friendly, clear, and professional tone.

• Strong problem-solving skills and ability to quickly grasp technical concepts.

• Experience with SaaS products or technical support is a plus.

• Detail-oriented with strong organizational skills to manage multiple customer interactions efficiently.

• A proactive and empathetic approach to customer interactions.

Join us and help businesses simplify sales tax compliance with world-class support!

Interested? Apply now!