کارشناس تجربه و موفقیت مشتری

Job Description

Role Overview:

We’re looking for a to support our growing network of professionals and help them get the most out of our platform.
You’ll be their main point of contact, guiding them through onboarding, answering questions, and building lasting relationships.
This role combines relationship management, hands-on support, and proactive follow-up to create a smooth experience from day one.

Key Responsibilities:

- Guide new users through onboarding, profile completion, and account setup.
- Help users understand platform features, workflows, and guidelines.
- Build strong relationships through regular communication and proactive check-ins.
- Respond to questions and coordinate with internal teams to resolve account, scheduling, and payment issues.
- Track open requests and follow up to ensure timely resolution.
- Monitor engagement, identify barriers to participation, and reconnect with inactive users.
- Gather feedback and share actionable suggestions with the product and operations teams.
- Maintain accurate records of interactions, requests, and follow-ups in the CRM.
- Help improve onboarding materials, help resources, and support processes.

Requirements:

- Relevant experience in customer success, account management, customer support, or partner relations.
- Fluency in English, both written and spoken, with the confidence to lead onboarding calls and communicate with international professionals.
- Strong interpersonal skills and the ability to build trust with people from different professional and cultural backgrounds.
- Excellent organizational skills and attention to detail.
- A proactive approach to problem-solving and consistent follow-through.
- Ability to manage multiple accounts, prioritize requests, and set clear expectations.
- Empathy and sound judgment when handling concerns or sensitive conversations.
- Familiarity with CRM systems, task management tools, and online meeting platforms.
- Ability to work independently and adapt to an evolving startup environment.

Nice to Have:

- Proficiency in additional language beyond English.
- Experience working with digital platforms, online marketplaces, or SaaS businesses.
- Experience supporting an international user base.
- Experience improving onboarding, engagement, or retention processes.

What Success Looks Like:

- New users complete onboarding and become active on the platform.
- Users feel informed, supported, and confident navigating the platform.
- Questions and issues are resolved promptly, with clear communication throughout.
- Engagement and retention improve through proactive relationship management.
- User feedback leads to practical improvements in the product and support experience.