Sechedule: Monday through Friday, from 8:00 AM to 5:00 PM US Eastern Time. Miami, FL
Be part of an innovative B2B software-as-a-service company that delivers licensed background music to businesses across the United States and Canada. The company helps enhance customer experience through reliable and tailored music streaming services.
Customer Success Responsibilities
Trial customer follow-up:
- Contact new trial users via phone, email, or chat to confirm successful setup and first-time playback.
- Identify inactive trials and re-engage them with assistance, playlist suggestions, or setup support.
- Record feedback to improve trial conversion and user experience.
Customer monitoring and retention:
- Review reports to identify offline players or inactive paid accounts.
- Contact customers via calls or emails to resolve connectivity or operational issues and bring them back online.
- Track all communication and resolution steps in the CRM system.
Post-sale engagement:
- Check in periodically with existing customers to ensure satisfaction and system stability.
- Escalate recurring technical issues to the engineering or product teams for resolution.
- Follow up after support tickets to confirm the issue was resolved successfully.
Upselling and feature education:
- Identify opportunities to introduce features such as audio messaging, Music+ Management, or dedicated player boxes when beneficial for the customer.
- Explain how these add-ons can enhance reliability, customization, and brand experience.
Customer advocacy:
- Serve as the voice of the customer within the company by relaying feedback, pain points, and suggestions to improve products and services.
Requirements
The ideal candidate should have strong general knowledge and hands-on experience with the following platforms. Prior experience with company software is not required, but the candidate must be comfortable assisting customers and navigating these environments efficiently:
- iOS devices: able to guide customers through basic app navigation, settings, and connectivity troubleshooting on iPhones and iPads.
- Windows and Mac computers: capable of helping customers identify and resolve issues such as app installation errors, login problems, or network/firewall restrictions that may affect performance.
- Android devices: experienced in navigating Android interfaces, including Android-based media players and mobile apps.
- Microsoft Excel: proficient with reporting, formulas, and data analysis tools such as VLOOKUP, IF, and Pivot Tables.
- Microsoft Word: skilled in documentation, writing professional communication, and updating internal procedures.
- CRM systems: experience preferred; knowledge of Close CRM is a plus.
- Slack: comfortable communicating with internal teams for updates and escalations.
- Notion: used for tracking procedures, checklists, and internal documentation.
- Google Drive (desktop app): must have the Drive desktop version installed (not web-only) for efficient file access and sharing.
If not familiar with Close CRM, Slack, or Notion, the candidate must be an eager self-learner who dedicates time for self-training after the initial onboarding provided by the company
Core Competencies
- Excellent English communication skills: well-spoken and well-written, with minimal accent for clear interactions with U.S.-based customers.
- Tech-savvy mindset: understands how apps, devices, and networks interact; can suggest process improvements or tools that make internal operations more efficient.
- Calm under pressure: capable of handling technical issues such as temporary music stoppages or device disconnections while maintaining composure and professionalism.
- Communication readiness: able to quickly draft chat and email templates during service incidents or app updates.
- Multitasking ability: manages multiple live chats, support calls, and CRM follow-ups at once without losing focus or accuracy.
- Accountability: completes daily assignments independently, follows through on open tickets, and proactively seeks help when blocked.
- Documentation skills: updates and refines procedures and knowledge base articles as workflows evolve.
Preferred Personality Traits
- Fast learner and analytical thinker.
- Organized, detail-oriented, and consistent in follow-up.
- Friendly, empathetic, and patient when communicating with customers.
- Motivated by helping businesses succeed and improving their daily experience.
- Naturally curious about technology and continuous improvement.
Independent Contractor Perks
- HMO Coverage for eligible locations
- Permanent work from home
- Immediate hiring