Customer Support and Success Specialist (CSS)
Spiros Tsaousis
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Posted Feb 14, 2023
Customer Support Specialist
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Clients
Sked Social
Dialogue Group
Started as the first official Remote Customer
Support/Success Specialist in this startup SaaS company.
Facilitated and helped shape the operations and workflows
improving our First Contact Resolution Rate by 50-60%, and
increasing our Net Promoter Score (NPS) and Customer
Satisfaction Score (CSAT).
Acted as 1st point of contact as support for platform-wide
issues. Documenting, tracking, and triaging issues as needed
and escalating to appropriate teams for collaboration
toward resolution.
Managed onboarding and product education of new and
existing clients and helped with system configuration via various
channels, taught best practices, and conducted weekly
product webinars.
Initiated regular proactive communication with clients to
ensure the product is smoothly working and clients get value
from the product.
Promoted efforts and assisted with digital marketing
campaigns for expansion, retention, and renewals to avoid
churn, and drive revenue.
Performed billing support requests, inquiries, and tasks,
including account management, customer information
updates, issuing invoices, refunds, credits, add-ons, upgrades,
and downgrades to account cancellations or activations, and
collections.