Customer Success & Technical Support

Role Overview We are looking for a versatile Customer Success & Technical Support Specialist to join our global team. This role is designed for a high-performing individual who excels at multi-channel communicationincluding tickets, live chat, and direct phone callswhile also serving as a technical guide and public face for our brand during live webinars. As our primary point of contact for customers in the United States, Canada, and Australia, you will bridge the gap between technical troubleshooting and relationship management. Key Responsibilities1. Omni-Channel Support Ticket Management: Resolve complex customer inquiries via email/ticketing systems (e.g., Zendesk, Front) with a focus on first-contact resolution. Live Chat: Handle multiple simultaneous chat sessions, providing real-time solutions with a professional and helpful tone. Phone Support: Conduct outbound and inbound calls to walk customers through high-level technical issues or high-priority account setups. 2. Technical Implementation Website Troubleshooting: Guide customers through basic website setups, including domain mapping (DNS/CNAME/A Records), SSL issues, and CMS integrations. Product Expertise: Maintain a deep understanding of our platform to identify if issues are user-based, browser-related, or backend bugs. 3. Webinar & Training Live Presentations: Act as a lead or co-host for regular customer webinars, demonstrating product features and best practices to a global audience. Q&A Moderation: Confidently handle "on-the-fly" questions during live sessions, ensuring a positive and educational experience for attendees. Requirements & Qualifications Communication & Language Native-level English Proficiency: Must be highly skilled in written and spoken English, with a strong understanding of business etiquette across US, Canadian, and Australian markets. Public Speaking: Comfortable being on camera and speaking to large groups (50+ attendees) without script dependency. Technical Skills Web Fundamentals: Working knowledge of HTML/CSS, web hosting environments, and API basics. SaaS Tooling: Experience with modern support stacks (Intercom, Salesforce, Slack) and webinar platforms (Zoom,Demio, or Go To Webinar). Soft Skills Problem-Solving: A "find a way" attitude toward technical roadblocks. Time Management: Ability to manage a schedule that spans multiple global time zones. Empathy: A genuine desire to see the customer succeed and the patience to guide non-technical users. Job Types: Full-time, Permanent Compensation: From 200,000.00 per year Benefits: Flexible schedule Health insurance Internet reimbursement Paid sick time Paid time off Provident Fund Work Location: In person .