Senior Customer Success Executive

About This Job:
You will be the first point of contact and responsible for answering basic customer support questions, engagement, and satisfaction. We use Intercom as a Customer Support/CRM tool.
Role & Responsibilities:
Respond to product inquiries and issues in a timely manner
Identify and escalate second line support issues to the right channels (such as bugs, refunds)
Endorse cases to the Sales Team for cases involving pricing and payment
Proactively upsell Jibble features to our products and offer/schedule demos with customers
Working with the Product team to ensure feature requests are captured and prioritized.

Requirements:

You are either a native English speaker, or you possess exceptional written and spoken communication skills
You are super confident on the phone and in writing
You understand Urgency, you know how to prioritize tasks and when necessary multitask between customer requests
You should be able to understand technical jargon and should not crumble when trying to answer fairly technical questions
You can work shifts (Night/Weekends)