Full job description - Fully Remote (US Preferred)

We’re looking for a proactive and technical customer-focused Customer Success & Support Specialist to help our users succeed, stay engaged, and feel supported every step of the way. You MUST be knowledgeable within the GHL ecosystem (Hubspot is a plus) as our product works closely within it, You’ll be the bridge between our team and our customers ensuring they have an exceptional experience from onboarding to long-term retention.

You must need to have experience with CRM's such as HighLevel, Hubspot, and automation flow builder's such as Zapier as our product plug's into these system's. Having experience with AI systems and utilizing API's is a huge plus as our product has an API.

This is a hybrid role combining onboarding, support, documentation, customer feedback, and success strategy. Say "hello bird" in your intro message please. You should be tech-savvy, highly organized, and genuinely passionate about helping people get value from a product.

Key Responsibilities

• Conduct onboarding calls and send tailored onboarding emails to new customers
• Provide responsive and empathetic support via email, chat, and Slack
• Host 30-day success check-ins to ensure customer satisfaction and product adoption
• Lead or assist in live workshops and best practice training sessions
• Proactively reach out for retention and testimonial calls
• Compile and track customer feedback, pain points, and feature requests
• Create and submit bug tickets in Linear based on user reports
• Maintain and improve internal support documentation and the customer support library (Notion)
• Help manage and promote the customer referral program
• Prepare and deliver internal reports highlighting customer trends and opportunities
• Collaborate with the product and engineering teams to relay customer insights

Requirements

• 2-3+ year of experience in a customer-facing support or success role
• 1+ year of experience building out customer success programs
• Experience in related roles
• Strong communication skills with a warm, professional tone
• Basic understanding of CRM tools and general tech workflows
• Highly organized and detail-oriented
• Comfortable using tools like Notion, Slack, and Linear (or similar)
• Ability to think critically, solve problems independently, and take initiative
• Comfortable working in a fast-paced, remote team environment

Nice to Have

• Technical Expertise
• Previous exposure to SaaS or marketing tools
• Workshop facilitation or webinar experience