Customer Success Specialist

Ignite Visibility • New York, NY

6d • Remote

About The Position

Ignite Visibility is an award-winning performance marketing agency, consistently ranked among the top digital marketing firms in the nation. Our growth is fueled by data-driven strategies, cutting-edge technology, an exceptional team, and strategic acquisitions. As we continue to scale and integrate new businesses into our portfolio, we are focused on realizing synergies, preserving value, and accelerating our market leadership. We are a fully remote-first organization recognized as an Inc. 5000 Fastest-Growing Company (2017-2024), a multi-time "Best Place to Work" award winner, and a top franchise supplier. Our success is built on a high-performance, client-focused culture where innovation and results are paramount. In this role, you will focus on our brand, Socius Marketing. Socius Marketing is a full-service digital marketing firm. We offer tremendous growth opportunities to motivated individuals.

Requirements

• Organized, task-driven, and learns new systems quickly.
• Enjoys working independently but communicates clearly.
• Hands-on experience with customer communication.
• 2+ years' customer support experience with ticketing responsibilities.
• 1+ year experience working frequently with Jira, Salesforce, or similar ticketing software platform.
• 1+ year inbound customer support phone experience.
• Demonstrated general aptitude for learning systems.
• Strong verbal skills. Ability to effectively communicate with customers on inbound and outbound support calls.
• Strong writing skills. Ability to write clear and concise ticket notes and use email effectively to provide information to others regarding support issues.
• Organized, detail-oriented individual capable of following and enforcing processes while maintaining an empathetic and collaborative mindset.
• Critical thinker who displays the ability to think, reason, learn, and solve problems.
• Ability to learn and apply knowledge of new industries and business models quickly.
• Must be friendly, professional, easy to work with and committed to providing support excellence to our customers.

Nice To Haves

• Associate degree, or equivalent certifications in customer support and/or technical support related fields.
• Excellent customer support and interpersonal relations.
• Professional or personal experience with websites, SEO, paid media and/or digital marketing.
• Professional or personal experience within the home and/or health services industry.

Responsibilities

• Managing customer requests.
• Handling customer communication and support.
• Providing inbound and outbound support calls.
• Writing clear and concise ticket notes.
• Using email effectively to provide information to others regarding support issues.
• Following and enforcing processes.
• Multitasking and re-prioritizing tasks based on customer need.

Benefits

• Fully remote work setting
• Competitive salary base + commission & bonus
• Full comprehensive health, dental coverage, vision coverage
• Generous paid vacation and sick time including your birthday off & extra time off around major holidays
• Employee advancement and clear growth potential
• Company-sponsored professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree