Customer Success Associate

About the role

Customer Success Associates are the frontline of Tawkify Matchmaking — the first and most consistent point of contact for our clients. This is a high-volume, fast-paced role that demands sharp multitasking, a calm presence under pressure, and a genuine drive to deliver for people navigating something deeply personal. You will manage a steady stream of tickets, calls, and client interactions each day while maintaining the warmth and professionalism our community expects.

Responsibilities

• Manage a high volume of inbound client tickets, calls, and messages daily — responding with accuracy, warmth, and urgency.
• Deliver exceptional support in every interaction, maintaining professionalism and a positive attitude even in high-pressure moments.
• Anticipate client needs and resolve escalations and disputes before they grow — focusing on retention and satisfaction.
• Execute client dispute resolution and mitigation strategies in an amicable and professional manner.
• Apply Tawkify's Commercial Standard Operating Procedures (SOPs) consistently and stay current as they evolve.
• Partner cross-functionally with Service Delivery, Business Operations/Finance, and Legal teams to resolve complex situations.
• Hit performance targets and metrics consistently — you hold yourself accountable without being asked.
• Step into other capacities as needed to support company and department goals.

Requirements

• 2+ years of experience in a high-volume, customer-facing role — contact center, client services, or similar.
• Experience in high-touch service, luxury, or premium client environments strongly preferred.
• Excellent verbal and written communication skills — phone, email, and text.
• Demonstrated ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• Comfortable working independently and holding yourself to high standards without close supervision.
• Strong computer skills — Mac OS, Google Workspace, Front, Calendly and CRM/ticketing platforms (Zendesk experience a plus).
• Reliable high-speed internet connection required — this is a fully remote position.
• Schedule flexibility required — our Commercial teams operate across a wide range of hours, 7 days a week.