Job Description

Are you a customer service champion? 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 annually

Reports to: Customer Experience Manager

Key Business Partners: Operations Manager, Customer Success Specialists

Job Description

Minutes Solutions is a fast-growing 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) to collaborate with our Customer Success team and help deliver to our customers the absolute best experience possible. 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 ensuring 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 product adoption, recurring revenue, and 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 the Customer Success team to ensure work systems are adequately supporting customer service priorities and goals
• Review customer key performance indicators
• Create account plans and strategies for various accounts based on the classification
• Customer outreach to secure new business and or create product awareness
• Act as the customer advocate within Minutes Solutions; log and follow up on any concerns and issues raised by customers or stakeholders
• Escalate to the Customer Experience Manager or Operations Manager issues and concerns as required in order to quickly resolve issues
• 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
• 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
• Solid organizational skills and attention to detail with the ability to serve customers 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 M-F in your time zone)
• Benefits available
• Strong support team
• Work with a rapidly growing scale-up company

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.