Customer Success Specialist
About the role
A Customer Success Specialist at Cincy Connect Services will work directly on customer resolution in support of customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role ensures every handoff shows what is complete, what is pending, and who owns the next step.
Responsibilities
- Use customer service and issue resolution skills to execute specialized customer support tasks.
- Apply service recovery while tracking exceptions, owners, and deadlines tied to customer success execution.
- Document decisions clearly so teammates can follow the reasoning behind actions.
- Exercise sound judgment in documentation, especially when escalation is required instead of assumption.
- Maintain the Customer Success Specialist workflow by documenting commitments and next actions.
- Track workflow by escalating complex cases with sufficient context for the next owner.
- Own assigned customer or client requests as part of the workflow.
- Coordinate workflow by reviewing case history before responding.
- Resolve routine issues within approved authority.
Quality Standard
The role is successful when customer resolution becomes more reliable and repeated failure points are identified before they impact customers, partners, or teammates. Performance is measured through specialized execution in customer support outsourcing.
Requirements
Remote execution is considered complete only when customer resolution is accurate, secure, traceable, and ready for the next authorized teammate.
Pay
Base salary: $40,000–$60,000 per year.
Schedule
Full-time, 100% remote within the United States. Associate-level position.