Customer Success Specialist

About the role

This Customer Success Specialist role ensures customer resolution is trustworthy across communication, contact-center support, outreach, quality, workforce, communications, and service operations. The focus is on specialized execution within contact-center service support, ensuring every handoff clearly shows what is complete, pending, and who owns the next step.

Responsibilities

• Review the Customer Success Specialist workflow by helping the team resolve routine issues within approved authority.
• Maintain the workflow by documenting commitments and next actions.
• Track the workflow by escalating complex cases with sufficient context for the next owner.
• Own the workflow by handling assigned customer or client requests.
• Coordinate the workflow by reviewing available case history before responding.

Success Measures

The role is successful when customer resolution becomes more reliable and repeated failure points are identified before they impact customers, partners, or teammates. This is measured through effective execution within contact-center service support.

Qualifications

• Use documentation and customer service confidently in contact-center service support.
• Apply issue resolution without losing track of exceptions, owners, or deadlines.
• Document service recovery decisions clearly so another teammate can follow the reasoning.
• Exercise sound judgment, especially when escalation is required instead of assumption.

Position Details

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.