About the Role
We have an amazing opportunity for a skilled and talented Community Support Specialist to join our growing Customer Success team. You will focus on our clients growth and expansion. You will prioritize executing the strategy set out by the Head of Customer Success. Your focus will be to ensure client inquiries received are answered in a timely manner. The goal will be to help build a knowledge base which is accessible for our clients on-demand.
What you'll do
Develop a thorough understanding of our service offerings
Become a Penbrothers process expert
Innovate solutions to answer inquiries at scale
Responsible for all Inquiries sent to your queue to be answered in a timely manner
Take ownership for any inquiries redirected from your queue to our cross functional teams
Ensure accurate logging of client inquiries within internal ticketing system
Generate progress reports in line with inquiries received from our clients
Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes
Champion timeliness of client requests
Achieve the set team OKRs and metrics
What You Bring
Minimum of 2-3 years of experience in customer-facing roles such as Customer Support, Customer Success or Account Management
Highly organized and detail oriented
Self-driven and proactive nature
Excellent communication and interpersonal skills
Demonstrate leadership qualities
Proficiency in Google Sheets and Google Slides
Excellent analytical, problem-solving and management skills
Ability to work independently and manage multiple priorities
Proficiency using Planhat, Zoho, Intercom, Insided, Hubspot is a huge advantage, but not required.
