Customer Success Agent - Remote from Lahore

Customer Success Agent - Remote from Lahore Overview A SanFrancisco based Email Marketing Company searching for tech-savvy flexible go-getters who welcome new challenges and are open to learning new tools and software.

Job Description Were specifically looking for a customer success champion who will roll up their sleeves and offer assistance to those who seek help. As a key member of our Customer Success team, you will help clients with their queries, build strong relationships with customers, and collaborate with teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should possess Analytical thinking, Empathy, strong reporting skills, and most important of all, be self-motivated.

Objective of the role Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.

Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.

Funneling user voice to the product team using our community feedback page and Intercom tools.

Take scheduled Zoom calls to offer assistance over screen share.

Upsell to existing customers or find new leads and close sales.

Identify and execute new strategies to boost MRR.

Daily Responsibilities

Handling Intercom chats

Creating bug reports

Creating feature requests.

Maintaining reporting sheets of daily activities.

Clearing Compliance reviews.

Keeping track of Churn and finding new ways to reduce that churn.

Monthly Responsibilities

Review Bugs reported and check their current status.

Update the Feature Requests and where they stand in terms of implementation.

Review monthly performance as per manager.

Offer ideas on how to improve the overall customer experience.

Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Required Skills & Qualifications

Strong drive to learn new tools and technologies.

Curiosity to identify and resolve issues.

Analytical and process-oriented mindset

Active team player, self-starter, and multitasker who can quickly adjust priorities

Nice to have

Familiarity with any CRM is nice to have

Proficient in writing formal messages

Familiarity with E-commerce platforms and SaaS-based businesses.

Preferred Qualifications Timings

Eight-hour shifts on a rotary basis for 6 months

Other Details

Work Mode : Remote - Lahore

Experience : 1+ years

Days : Monday to Friday

Timing : 12pm - 8pm (8 hours) - Rotational Shift

Benefits : Health Insurance and PTO

About HR Ways HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel to stay updated or visit to know more.

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