Act as a primary point of contact for our clients and gift recipients
Manage support tickets, joining short client calls or demos to troubleshoot issues
Ensure a seamless, effective experience with our product
Respond to and manage inbound client and recipient support tickets in a timely and professional manner
Troubleshoot issues, provide clear solutions, and escalate when necessary
Maintain high responsiveness and follow-through until resolution
Lead brief calls with clients to address questions, resolve issues, and provide ongoing support
Ensure clients feel supported and confident using the product
Guide users through features and workflows based on their needs
Tailor walkthroughs to different use cases and levels of experience
Gather customer feedback and share insights with internal teams
Identify common issues or trends and help improve processes
Contribute to a positive, customer-first experience
Work closely with Product to resolve issues
Communicate customer needs and recurring challenges

At least 2 years previous experience in customer support, customer success, or account management
Experience working in a high-volume ticketing environment a plus
Strong communication skills, both written and verbal
Comfortable leading calls and presenting to clients
Problem-solving mindset with attention to detail
Ability to manage multiple conversations and priorities simultaneously
Engaging, customer-first personality
Ability to stay calm and effective under pressure
Strong time management and organizational skills
Ability to quickly learn and explain technical concepts to non-technical users
Proactive mindset with the ability to anticipate client needs
Strong follow-up and ownership mentality
doesn’t let tasks slip through the cracks
Experience and a preference for working remotely
Flexibility to adapt to changing priorities in a fast-paced environment
Data-driven approach to tracking customer issues and improving processes
Ability to identify patterns in customer feedback and suggest improvements

Client Success Agent

Key skills