Create an image that visually represents the role of a 'Technical Customer Success Specialist' in a dynamic, remote work environment. The design should include a professional, modern aesthetic, with abstract technology elements, such as icons or graphics related to customer service, SaaS, and remote collaboration. Use colors that convey professionalism and innovation, like blues and greens, with an emphasis on the remote, digital nature of the job.

Technical Customer Success Specialist

by

TinyURL LLC

Location: Remote, Anywhere
Job Type: Contract
Pay: 2k – 3k USD/month

ABOUT US
TinyURL, the original URL shortener, has been simplifying the internet for over 20 years. We’re evolving into a leading SaaS provider for link shortening, link management, and related solutions. As we expand, we’re seeking skilled professionals to join our dynamic, multinational team.

ABOUT THE ROLE
We are looking for a Remote Technical Customer Success Specialist to manage customer queries, improve client services, and work with the development team to ensure optimal end-user experiences. You will foster strong relationships with existing customers, onboard new ones, and provide consistent support to achieve customer satisfaction.

RESPONSIBILITIES

  • Assess and streamline customer support processes.
  • Gain in-depth knowledge of our core product to offer precise solutions.
  • Collaborate proactively with product owners and the development team to resolve customer concerns.
  • Provide both technical and non-technical support to customers.
  • Deliver weekly reports on customer support activities to management.
  • Work with the marketing team to enhance product awareness and sales strategies.
  • Manage customer interactions on social media platforms.
  • Host webinars and demos to educate prospects on our product and features.
  • Support premium and enterprise accounts with dedicated attention.
  • Contribute to updating and improving the FAQ page.
  • Lead the growth and process optimization within the customer success & support department.

REQUIREMENTS

  • 4+ years of experience as a Relationship Manager or Account Manager.
  • 3+ years of technical support experience, specifically within a SaaS environment.
  • SaaS experience is a must, including at least 3 years working with SaaS products.
  • Familiarity with URL shortening is a plus.
  • Background in SaaS technology, backend, or web development, with the ability to guide technical customers.
  • Experience tracking and analyzing customer support KPIs.
  • Proficiency in Google Suite and familiarity with Jira and other support tools.

ABOUT YOU

  • You are flexible, understanding that your hours may vary based on business needs.
  • You are proactive and take initiative without waiting for instructions.
  • You are an excellent communicator, able to converse confidently with anyone, from entry-level to executive leadership.
  • You are efficient, adept at prioritizing tasks and meeting deadlines.
  • You are full of ideas, always looking for new strategies and potential business opportunities.
  • You are a self-starter, actively learning about the company, product, and customer issues.
  • You follow instructions to maintain quality responses and can create your own guidelines.
  • You thrive in a team environment and collaborate well with others.

HOW TO APPLY
To apply, submit a cover letter along with answers to the following questions:

  1. How would you explain TinyURL to a non-technical person?
  2. How would you explain TinyURL to a technical person?
  3. In your opinion, what makes customer support for SaaS companies different from traditional industries?
  4. Share a sample customer success & support plan or structure you’ve created and implemented.
  5. Who is your favorite superhero and why?

CLICK HERE TO APPLY

Create an image that visually represents the role of a 'Technical Customer Success Specialist' in a dynamic, remote work environment. The design should include a professional, modern aesthetic, with abstract technology elements, such as icons or graphics related to customer service, SaaS, and remote collaboration. Use colors that convey professionalism and innovation, like blues and greens, with an emphasis on the remote, digital nature of the job.

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