Customer Success Associate

About the Company

WorkBright is a leading HR platform for radically simple form verification. We're getting people to work faster by streamlining the hiring process. WorkBright is a Certified B Corp. We balance our purpose and profit as we consider our impacts on all stakeholders from a social, environmental, and governance perspective. We're also a pretty great place to work. And don't just take our word for it - we're proud to be awarded a Best Place to Work 2020-2026 by Best Places to Work in Colorado (formerly Outside Magazine), as well as #5 in Best Companies for Remote Workers in 2026, and Inc. Top Workplaces for 2024 and 2025.

About the role

We are seeking a Part-Time Customer Success Associate to support our Client Experience team, with a primary focus on front-line customer support and coverage for the Customer Success team, and a secondary focus on supporting our Implementation and Partnerships functions. This role is ideal for someone experienced who is looking for part-time work, or someone early in their Customer Success career, who thrives in a fast-paced, high-volume environment and is excited to build broad exposure across support, customer success, implementation, and partnerships.

Responsibilities

CS Customer Support & Team Coverage (Primary Focus)

• Respond to customer inquiries via Intercom (chat and email), focusing on:
  • Conversations not resolved by AI chat
  • Direct inbound email requests
• Troubleshoot product issues, guide customers through workflows, and provide clear, accurate solutions
• Maintain high CSAT through timely, empathetic, and thorough responses
• Identify trends, bugs, or recurring friction points and escalate appropriately
• Act as the voice of the customer by sharing insights with internal teams
• Provide coverage for the Customer Success team, including:
  • Account triage and basic account support during CSM absences or peak volume
  • Intercom conversation management and queue hygiene
  • Office Hours coverage as needed
• Playbook and process execution support (renewals outreach prep, health check follow-ups, account research)
• Contribute to internal documentation and process improvements

Implementation and Partnership Team Coverage (Secondary Focus)

• Support the Implementation team by:
  • Tracking implementation tasks, milestones, and follow-ups so projects stay on schedule
  • Preparing kick-off and status materials, meeting notes, and action item recaps
  • Assisting with account configuration and setup tasks under the direction of an Implementation Specialist
  • Supporting client data migration activities, handling sensitive employee information accurately and securely
  • Helping maintain accurate implementation records and status updates in Salesforce and internal systems
  • Assisting with client-facing enablement materials and training resources
  • Providing coverage on active implementations during Implementation Specialist absences or peak launch volume
• Support the Partnerships team by:
  • Triaging inbound partner-related support questions
  • Routing issues to the appropriate internal teams
  • Tracking tasks, deliverables, and follow-ups to completion
  • Partner closely with the Partnership CSM to ensure timely responses to partners and clear communication across internal stakeholders
  • Help maintain organization and visibility across partner workflows and initiatives
• Support Professional Services delivery as needed

Success in This Role Looks Like

• Consistently meeting or exceeding defined SLAs
• Strong ownership of inbound support conversations
• Dependable coverage that keeps CS, Implementation, and Partnerships workflows moving when the primary owner is unavailable
• Implementation and partner tasks tracked and closed out on time
• Reliable follow-through - nothing falls through the cracks
• Growing product and process knowledge across Client Experience functions

Physical

Individuals may be required to sit or stand for long periods of time in the event of facilitating or participating in meetings in addition to working at a computer.

Required Qualifications

• 1-3 years of experience in customer support, customer success, or a similar customer-facing role
• Strong written and interpersonal communication skills
• Highly organized with excellent attention to detail and follow-through
• Comfortable managing multiple tasks, projects, and priorities simultaneously
• Ability to track deliverables and deadlines across several workstreams without dropping details
• Technical aptitude and ability to learn new systems quickly
• Experience with CRM or support tools (e.g., Salesforce, Intercom, Zendesk)
• Ability to handle sensitive employee data accurately and confidentially
• An ability to work independently and seek assistance proactively to meet role-specific KPIs
• Passionate about software, mobile, and technology
• High energy with a "make-it-happen" attitude
• Self-confident, self-directed, forward thinking, and detail-oriented

Desired Qualifications

• Experience in SaaS or HR technology
• Experience with live chat or high-volume support environments
• Exposure to SaaS onboarding, implementation, or project coordination work
• Familiarity with AI-assisted support tools (e.g., chatbots, automation workflows) and comfort using AI to work more efficiently
• Experience with project management or task tracking tools
• Exposure to customer success or account management concepts

Travel Required

No travel required for part time employees.

Compensation and Benefits

• Compensation: $18-$21 per hour
• This is a part time, non-exempt position
• Opportunity to work at a B Corp!
• Accrued PTO
• 4 hours of paid time off to volunteer in your community each quarter
• Ability to participate in monthly wellness and B Corp related challenges
• The ability to work from wherever you want!

At WorkBright, our core values are Unity, Impact, Initiative, and Vigilance. We celebrate diversity and pride ourselves in fostering a productive, fun, and positive company culture.