Customer Success Manager

We are seeking a dedicated and highly skilled Remote Customer Support Specialist to join our growing team. In this role, you will serve as the first point of contact for our customers, delivering timely, accurate, and professional support across multiple channels (email, chat, phone). Your ability to communicate effectively in fluent English (written and spoken) and your commitment to excellent service will be critical to our customer experience.

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Identify customer needs and help them resolve issues with products or services.
• Document all interactions clearly and accurately in our support system.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain a high level of product knowledge to provide informed assistance.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Contribute to knowledge base articles and internal documentation.
• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

Preferred Qualifications

• Experience in SaaS, E-commerce, BPO
• Familiarity with CRM systems and ticketing software.
• Previous remote work experience.
• Excellent written and spoken English communication skills (mandatory).
• Must pass a C2-level English proficiency test (equivalent to CEFR C2, native-like fluency).
• Proven experience in a customer support or customer service role (minimum 12 years).
• Strong problem-solving skills with the ability to remain calm under pressure.
• Tech-savvy and comfortable working with support tools such as Zendesk, Freshdesk, Intercom, or similar platforms.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Reliable internet connection and a quiet workspace suitable for remote work.
• Self-motivated, detail-oriented, and capable of working independently.