Customer Success Associate (Contract, Part-Time, Remote)
About The Position
We are looking for a Customer Success Associate to join our growing team. As a Customer Success Associate, you will be critical to executing our mission of enabling every family to thrive by enabling our customers and their families to get the maximum benefit from our apps. You’ll work directly with customers via Zendesk and Jira to resolve any issues that may arise for our customers. There will be times when you can diagnose and solve problems yourself for customers and other times you will need to raise an issue to the relevant internal teams (e.g. Software Engineering) to find a solution whilst keeping the customer fully informed as to the status of their issue. As one of the first people that our customers will interact with, you’ll be creating a great experience for our customers and ensuring that their queries are resolved effectively and efficiently. This is a fully remote, 12-month, part-time (15 hours per week), 1099 contract position. You'll work your 15 hours per week spread across each weekday (Monday - Friday) with flexibility on when you work each day.
Requirements
- Excellent written communication with perfect grammar
- Efficient while being empathetic
- Strong problem-solving skills
- Comfortable with using technology, apps, and social media
- 1+ years of customer support experience
- Experience with ticketing software, such as Zendesk and JIRA
Nice To Haves
- Experience using a tracking app and improving a child’s sleep or behavior a plus
Responsibilities
- Respond to customer inquiries in a timely, empathetic, and accurate manner, with a strong focus on resolving issues on first contact
- Troubleshoot login issues, account access problems, subscription questions, and app functionality concerns
- Investigate reported issues by reviewing user data, account history, and internal tools to determine root cause
- Use internal portals and admin tools to update account settings, correct user information, and resolve billing-related issues
- Clearly explain app functionality, limitations, and workarounds in a way that is easy for non-technical users to understand
- Identify when an issue cannot be resolved immediately and escalate appropriately, providing clear documentation and context to the next team
- Follow up with customers on escalated issues to ensure resolution and maintain a positive experience
- Stay informed on known bugs, outages, and product changes to provide accurate and consistent responses
- Handle sensitive or frustrated customer interactions with patience, professionalism, and care
- Recognize repeat issues or common questions and flag them for documentation or internal review
- Convert recurring questions into clear, concise FAQ or Help Center articles
- Assist customers participating in betas by answering questions, collecting issue reports, and relaying feedback
- Adhere to response time and quality standards while managing multiple conversations efficiently
- Document customer interactions accurately to ensure continuity and context for future support
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
