Customer Success Associate (Contract, Part-Time, Remote)

Huckleberry Labs is dedicated to building life-changing products for families, and they are seeking a Customer Success Associate to help customers maximize their experience with their app. The role involves resolving customer inquiries, troubleshooting issues, and ensuring a positive customer experience while adhering to response time and quality standards.

Responsibilities:

• Respond to customer inquiries in a timely, empathetic, and accurate manner, with a strong focus on resolving issues on first contact
• Troubleshoot login issues, account access problems, subscription questions, and app functionality concerns
• Investigate reported issues by reviewing user data, account history, and internal tools to determine root cause
• Use internal portals and admin tools to update account settings, correct user information, and resolve billing-related issues
• Clearly explain app functionality, limitations, and workarounds in a way that is easy for non-technical users to understand
• Identify when an issue cannot be resolved immediately and escalate appropriately, providing clear documentation and context to the next team
• Follow up with customers on escalated issues to ensure resolution and maintain a positive experience
• Stay informed on known bugs, outages, and product changes to provide accurate and consistent responses
• Handle sensitive or frustrated customer interactions with patience, professionalism, and care
• Recognize repeat issues or common questions and flag them for documentation or internal review
• Convert recurring questions into clear, concise FAQ or Help Center articles
• Assist customers participating in betas by answering questions, collecting issue reports, and relaying feedback
• Adhere to response time and quality standards while managing multiple conversations efficiently
• Document customer interactions accurately to ensure continuity and context for future support