# Customer Success Specialist

**Company:** [Hireframe](http://jobs.workable.com/companies/g6LMGb9Evyir8XkASpQBF9.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/0c2b5c2d-992e-4e8a-8840-55982b55c364)

## Description

We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation.

This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.

**Customer Support & Engagement**

-   Provide ongoing tactical support to CS leads for high-touch customers.
-   Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses
-   Track and document customer feedback, trends, and common pain points to inform internal teams.
-   Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
-   Identify upsell opportunities for low-touch customers and proactively flag them.
-   Oversee low-touch customers to ensure retention and satisfaction

**Customer Education**

-   Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
-   Support the development of curriculum and training materials for LMS (Learning Management System).
-   Build onboarding and training collateral tailored to different customer segments.
-   Develop resources that align with the customer journey to drive adoption and retention.
-   Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.

## Requirements

-   2+ years of experience in customer education, customer support, or a related role in B2B SaaS.
-   Excellent written and verbal communication skills – you can create clear, concise, and engaging content.
-   Strong project management and multitasking abilities – you can manage multiple priorities in a fast-paced environment.
-   Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office.
-   A problem-solver who thrives on helping customers and proactively improving processes.
-   Highly organized and detail-oriented, with a methodical approach to accomplishing tasks.
-   Experience working in a startup environment and the ability to adapt to evolving priorities.
-   Ability to ramp up quickly and take ownership of tasks with minimal supervision.
-   A proactive, customer-first mindset with a passion for delivering value.
-   Flexible hours to accommodate customer coverage across time zones.

## Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

-   Permanent remote work flexibility
-   Paid Time Off
-   Health Maintenance Organization (HMO) coverage
-   Annual performance bonuses
-   Dedicated coaches offer an extra channel of support and skill-building
-   Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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