Customer Success

4 hours ago

Lahore, Punjab, Pakistan Taraki Full time 600,000 - 1,200,000 per year

Job Description
Role Summary:

As a Customer Success & Support Specialist, that person will be responsible for ensuring an exceptional customer experience by combining proactive success strategies with responsive support. This role will focus on guiding customers to maximize value from our products/services while efficiently resolving their issues and concerns. You will be the bridge between customers and internal teams, driving satisfaction, retention, and growth.

Key Responsibilities:

Customer Success & Relationship Management

  • Act as a trusted advisor, helping customers achieve their goals through effective product adoption.
  • Build strong relationships with customers, proactively identifying opportunities to enhance their experience.
  • Conduct regular check-ins to gather feedback, address concerns, and drive engagement.

Customer Support & Issue Resolution

  • Provide timely and effective technical and non-technical support via email, chat, and phone.
  • Troubleshoot customer issues, escalating complex cases to the appropriate teams when necessary.
  • Document and analyze common customer pain points to contribute to long-term product/service improvements.

Collaboration & Continuous Improvement

  • Work closely with Sales, Product, and Engineering teams to enhance the overall customer journey.
  • Identify upsell and cross-sell opportunities based on customer needs.
  • Contribute to creating and refining help articles, FAQs, and training materials for self-service support.

Key Skills & Qualifications:

  • Excellent communication & problem-solving skills with a customer-first mindset.
  • Ability to analyze customer data and provide actionable insights for better engagement.
  • Strong technical troubleshooting skills and experience in handling customer inquiries.
  • Experience in customer service, account management, or customer success/support roles is a plus.
  • Comfortable working with CRM, ticketing systems, and customer analytics tools.

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