Key skills
CommunicationCustomer SuccessSales
About this role
Role Overview
- Manage the full customer success lifecycle, from onboarding to retention
- Serve customers (L1 and L2) via chat, email and video calls in English
- Ensure prompt, high-quality responses
- Manage overflow (escalation and de-escalation) to L3
- Identify churn risks and act proactively to mitigate them
- Build and monitor customer health metrics (NPS, CSAT, churn rate, product adoption)
- Collaborate with Product, Sales and Engineering teams to report feedback and bugs
- Create and update support materials, such as FAQs, tutorials and documentation
- Conduct periodic customer surveys to ensure continuous engagement
Requirements
- Fluency in English — written and spoken (C1/C2 level)
- Previous experience in Customer Success, Customer Support or related areas
- Excellent written and verbal communication skills
- Empathetic, organized and solution-oriented profile
- Familiarity with tools such as Intercom, Zendesk, HubSpot or similar
- Ability to work autonomously in a remote, fast-paced environment
Benefits
- Health and Dental Insurance
- Home Office Allowance
- Meal Allowance
- Paid Vacation
- Day off on your birthday
- Health and Wellness Program
- Individual Development Program (IDP)