User Success Specialist (30 hours/week)
About the Role
We're looking for a results-driven User Success Specialist to join our team for 30 hours per week (6 hours daily, with flexible scheduling). Our operations run Monday through Sunday, and you'll have 2 designated rest days each week. In this role, you'll be the frontline champion for our users, directly impacting our key success metrics while maintaining our stellar 90%+ satisfaction rating. You'll respond to user inquiries, provide solutions that drive conversions, and help maintain our success database that powers our improvement initiatives.
What You'll Do
- Resolve User Inquiries: Respond to support tickets, social media messages, and comments within our 1-hour SLA, providing solutions that increase signups, trials, first payments, and retention
- Maintain Success Database: Update and optimize our database to ensure accuracy and generate actionable insights
- Identify Patterns: Recognize recurring issues and user feedback patterns to improve our knowledge base and product
- Drive Strategic Improvements: Develop 2-3 monthly recommendations based on user interactions to enhance overall experience
- Handle Administrative Tasks: Complete assigned admin work to support team operations and reporting requirements
- Follow Up With Users: Conduct proactive outreach to ensure issue resolution and identify at-risk accounts
- Collaborate With Team: Work with your manager and engineering team to escalate and resolve complex issues
Daily Workflow
Your typical day will include morning and afternoon support blocks, database maintenance, knowledge base updates, and strategic work to identify improvement opportunities. You'll also participate in weekly team meetings and contribute to our continuous improvement processes.
What You'll Need to Succeed
- Experience: 4+ years in User Success, Customer Support, or similar customer-facing roles
- Technical Skills: Proficiency with help desk systems (Help Scout), CRM tools, and payment processors (Stripe, RevCat)
- Social Media Savvy: Experience handling customer inquiries across social platforms with appropriate tone and response strategies
- Communication: Exceptional written communication with the ability to be clear, concise, and empathetic
- Problem-Solving: Strong analytical thinking and ability to quickly diagnose and resolve user issues
- Data Handling: Experience maintaining databases and extracting meaningful insights from user data
- Time Management: Ability to prioritize effectively in a fast-paced environment with competing demands
- Strategic Mindset: Skill in connecting individual user issues to broader business opportunities
- Results Orientation: Focus on outcomes and metrics rather than just time spent on tasks
- Initiative: Self-starter mentality with the ability to identify and implement improvements
Success Metrics
In this role, you'll be measured by:
- Maintaining response times under 1 hour
- Achieving 90%+ user happiness scores
- Resolving 95% of tickets without escalation
- Contributing to a 5% increase in key conversion metrics within 90 days
- Maintaining 98%+ database accuracy
- Having 25%+ of your strategic recommendations implemented
Why Join Us
- Impact: Your work directly affects our users' success and our company's growth
- Growth: Opportunity to shape our user success strategies and processes
- Team: Collaborate with a dedicated manager (Ingrid) who values your insights
- Development: Regular feedback and training to enhance your skills and career trajectory