Customer Success Specialist

hace 1 semana

Buenos Aires, Argentina Gorgias A tiempo completo
About the Role

We are seeking a highly skilled Office Hours Consultant to join our team at Gorgias. As a key member of our customer success team, you will play a critical role in guiding our merchants through their questions and inquiries, ensuring they adapt Gorgias to their business needs, and implementing Gorgias features into their accounts.

Your primary responsibility will be to provide exceptional customer support via virtual calls, addressing any unprompted questions and objections merchants may have. You will also take advantage of upsell opportunities to ensure our clients make the most out of the platform and their subscriptions.

To succeed in this role, you will need to be confident in developing a great product knowledge of Gorgias, comfortable driving enablement on customer accounts, and taking a consultative approach to your calls. Experience working on virtual calls with customers, automation, and implementation programs/initiatives is highly desirable.

Key Responsibilities
  • Get Office hours calls booked on your calendar and prepare beforehand to understand the topics of discussion and the features that will fulfill the customer's needs and company goals.
  • Attend calls with merchants to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have.
  • Take advantage of any upsell opportunities to ensure our clients make the most out of the platform and their subscriptions.
  • Minimize churn risk and positively influence merchant's metrics through feature enablement.
  • Answer Billing and Support inquiries.
  • Follow-up with merchants and update call notes after the meeting.
  • Collaborate in Support projects when applicable as part of the Office Hours operation.
Requirements
  • At least 2 years of experience in a Customer Success role.
  • Confident in developing a great product knowledge of Gorgias and using it to answer customer questions and optimize their workflows.
  • Comfortable driving enablement on customer accounts and taking a consultative approach to your calls.
  • Experience working on virtual calls with customers.
  • Experience with automation and implementation programs/initiatives.
  • Excellent communication and soft skills.
  • Strive to provide great customer service.
  • Feel comfortable in situations where you might not have the answer right away.
  • Comfortable working with different aspects of Gorgias including customer journeys, industry trends and standards, billing and subscription, Gorgias products, etc.
What We Offer
  • 5-week vacation.
  • Paid sick leave (15 days).
  • 6 weeks full-remote/year.
  • Paid parental leave (16 Weeks).
  • $300/month for lunch expenses.
  • Included in your offer's calculation, there's a 5% bonus for healthcare to compensate for Private Health costs.
  • Get $700 to set up your workstation at home.
  • Get $2000 of learning material and wellness support per year.
  • Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats.
About Gorgias
  • Raised our Series C-2 for $29M in May 2024: Article Here.
  • We went from 0 to 15,000+ merchants using our platform since 2016.
  • We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score.
  • What our customers are saying:
  • Discover the Gorgias Platform.
  • Learn about our Compensation Policy.

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact

Compensation Range: $23K - $25K.


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