The mission of a Customer Success Manager at Smartcat is to address our customers’ needs by offering assistance with empathy, passion and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you’re expected to maintain a 100% customer satisfaction rate in this role.

• Resolve customer support requests in modern ticketing systems such as Zendesk and YouTrack
• Identify and act on upsell opportunities and churn risks
• Help customers utilize the product to the full potential
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, devops, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers and other customer facing teams.

Requirements: (IMPORTANT - work schedule by California time-zone)

• Excellent English communication skills. Other languages are a plus
• Truly love helping and teaching people
• Possess exceptional troubleshooting and problem-solving skills
• Technical support or quality assurance experience
• Experience working with remote teams
• Being eager for success and aggressive for growth
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others