Customer Success Specialist - Alia

Dotdigital

12d

About The Position

Support e-commerce customers in getting set up and successfully using the platform day-to-day. Act as the first line of support for customer inquiries, helping troubleshoot issues, testing recommendations, strategy guidance, and ensure a smooth and successful ongoing experience.

Requirements

• 1–3 years of experience in customer support or customer success, ideally in SaaS or e-commerce
• Strong communication and problem-solving skills
• Ability to quickly learn software and clearly explain concepts to non-technical users
• Experience with CRM or customer support tools: Slack, Intercom, Fin AI

Nice To Haves

• Familiarity with e-commerce platforms like Shopify
• Experience working in a fast-paced SaaS environment

Responsibilities

• Serve as the first point of contact for customer inquiries via email, Slack, chat, and calls
• Provide product guidance and troubleshoot platform issues, escalating technical problems when needed
• Provide ongoing testing services and strategic recommendations to improve performance
• Monitor customer usage and support trends to proactively identify and address potential issues
• Document customer feedback and recurring issues to inform product improvements
• Support with renewals and subscription-related requests
• Maintain a strong understanding of e-commerce workflows, including order management and integrations
• Assist with special projects as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed