Customer Success Specialist

Do you have a strong service mindset? Are you looking for a remote position within a supportive company? 

We want you to join our team!

Position: Customer Success Specialist (CSS)

Salary: $40,000 - 45,000 annually with quarterly bonus options

Reports to: Customer Experience Manager

Key Business Partners: Customer Success Specialists, Sales, Editors, Minute Takers

Minutes Solutions is a professional minute-taking company based in Toronto, Canada, that serves a global clientele. We strive to provide the highest-quality, prompt, and service-friendly minute-taking solutions and to be the preferred choice for any entity that requires professional minute-taking.

We are looking for a proven Customer Success Specialist (CSS) located in Alberta or British Columbia to join our Customer Success team and help deliver the best possible experience to our customers. Reporting to the Customer Experience Manager, the CSS ensures that their assigned clients consistently receive the highest level of service and products we can offer. This includes ensuring that customer requests are fulfilled and that their concerns and issues are addressed in a timely manner.

On a daily basis, the CSS is coordinating the accurate and timely flow of information between customers and back-office functions, maintaining an awareness of open and ongoing service requests as well as any active or recurring issues identified by customers. This is a customer-facing role focused on booking meetings, assigning minute takers, sending deliverables, and providing customer support, with the aim of increasing recurring revenue, and improving retention. We are looking for an energetic self-starter who is looking to grow with us!

Responsibilities:

• Continuously monitor assigned book of business for issues, concerns, and opportunities securing repeat business from existing customers
• Complete and execute customer service requests quickly and accurately
• Liaise with your Customer Success teammates to ensure work systems (Airtable, Hubspot) are adequately supporting customer service priorities and goals
• Answer urgent and non-urgent phone calls from clients and/or Minute Takers as a first point of contact
• Act as the customer advocate within Minutes Solutions, and log and follow up on any concerns and issues raised by customers or stakeholders
• Escalate issues to the Customer Experience Manager or Chief Revenue Officer and assist with timely resolution
• Assist with customer adoption of new products and services
• Own the customer service from end-to-end (booking to minutes delivery)
• Any other customer-facing tasks as necessary

Skills and Qualifications:

• Experience in a customer-facing role is a must-have
• Experience with HubSpot or other customer support ticketing systems is a strong asset
• Experience with Airtable is a strong asset
• Track record of achieving targets and meeting deadlines
• Strong, energetic communicator (in both writing and speaking) who is able to work well both independently and as part of a team
• Quick thinker and problem-solver with a highly-adaptable outlook
• Comfortable dealing with customers from in various positions (from Executive Assistants to CEOs), and in a wide variety of industries and geographic locations
• Solid organizational skills and attention to detail with the ability to serve customers confidently over the phone, by email, and in virtual meeting rooms
• A wide-ranging understanding of technology - you should be someone who’s proficient with basic technology and comfortable adapting quickly to different software
• Steadfast resolve and a high degree of personal integrity
• Be able to diagnose problems quickly and have foresight into potential issues

Perks:

• 100% remote position
• Consistent work hours (9:30am-5:30pm Mountain Time)
• Strong support team
• Additional paid time off and company-wide holidays

We told you about us, now tell us about you!

Please send us your resume and cover letter, highlighting your relevant experience and why you think you would be a good fit for Minutes Solutions!

Due to the high volume of applications received, only shortlisted candidates will be contacted. Please note that we will only consider applicants located in Alberta or British Columbia.