Note: The job is a remote job and is open to candidates in USA. Otuvy, Inc. is a quality management platform focused on Commercial Cleaning Companies and Building Service Contractors. The Customer Success Specialist will handle support tickets, manage customer relationships, and contribute to the development of an autonomous AI support agent, all while ensuring customer satisfaction and engagement.
Responsibilities
- Handle and triage incoming support tickets, responding to inquiries, troubleshooting technical issues, and resolving concerns quickly and professionally
- Escalate complex technical issues to leadership and the product team as greater technical challenges arise
- Run one-on-one and small-group customer trainings from a technical standpoint
- Support the customer onboarding process, helping new clients integrate Otuvy into their operations smoothly
- Learn the Otuvy software suite deeply enough to support, train, and advise customers
- Relay customer feedback to the sales, product, and development teams to drive continuous improvement of our software
- Use AI daily to draft responses, summarize ticket patterns, and work faster
- Serving as the main point of contact for a portfolio of Otuvy customers, owning their ongoing satisfaction and engagement
- Managing your own book of accounts and acting as a trusted advisor who helps customers solve specific operational challenges
- Helping build, refine, and manage the creation of our autonomous AI support agent, shaping how it handles and triages customer issues
- Proactively reaching out to customers to assess needs, share product updates, and ensure they're using the platform to its full potential
- Using support tickets and product usage data to flag customer risk and opportunity, sharing those signals with the team, and taking action to prevent churn and improve retention
- Creating customer-facing resources such as guides, FAQs, and video tutorials, and helping maintain the knowledge base that houses them, all in support of customer success
- Potential to join the team in attending an annual industry tradeshow
Skills
- Experience in customer support, account management, or a related role within SaaS or tech-enabled services
- Strong communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences
- A proactive mindset. You notice when a customer is heading toward a problem before they raise it, and you act on it
- Genuine comfort using AI as a working partner to move fast and handle volume
- Ability to manage multiple priorities while maintaining attention to detail and quality of service
- Excellent organizational skills with the ability to prioritize effectively
- Comfortable in a fast-paced, collaborative environment
- Familiarity with task management or operational software platforms is a plus
- Ambition to grow into customer success and account ownership
Benefits
- Remote
- 34 PTO days/year(prorated amount at start date)
- 7 paid holidays/year
- Maternity and paternity leave available
- Medical, dental and vision
- 401(k) with employer match
Company Overview