Customer Success Specialist II

This role is for one of the Weekday's clients

Customer Success Specialist II

English and German

voice, email, and chat channels

Requirements

Key Responsibilities:

• Respond to customer inquiries and complaints across multiple channels, ensuring timely and effective resolution.
• Build and nurture strong relationships with users through transparent and empathetic communication.
• Deliver exceptional service by addressing customer needs with professionalism and care.
• Identify and execute opportunities to convert free users into paid subscribers through effective upselling.
• Collaborate with internal teams to resolve issues quickly and efficiently.
• Keep customers updated on new products, features, and services.
• Follow up with customers to confirm that their issues are fully resolved.
• Understand customer needs and provide personalized recommendations to improve their experience.
• Engage with users across community platforms (e.g., Discord, app stores, Play Store, Trustpilot) to promote products and gather feedback.
  

Qualifications:

• 3+ years of experience in a SaaS-based product company, with hands-on customer support experience in voice, email, or chat for international users.
• Excellent communication skills in English and German (C1-C2 proficiency).
• Strong problem-solving and multitasking abilities.
• Proven experience in B2B or team plan customer support, managing multi-user accounts and providing tailored solutions.
• Experience with outbound engagement, including user feedback, retention, and upselling, is a plus.
• Familiarity with CRM tools (e.g., Zendesk) and community management platforms preferred.
• Basic understanding of AI language models and general technical troubleshooting (Mac/Windows).
• Detail-oriented, proactive, and eager to learn in a fast-paced environment.
• Flexible to work across shifts, including weekends if required.
  

Skills: