Customer Success Specialist

About SmartReach.io

SmartReach.io is a multichannel sales engagement platform that helps businesses automate cold outreach across email, LinkedIn, calls, WhatsApp, and more. Our goal is to help sales, and marketing teams focus on conversations that convert — not repetitive tasks.

We’re a remote-first company with a product-first culture and a bias for action. If you love engaging with users, solving problems, and thinking like an owner — you’ll thrive here.

What you'll be responsible for

This role blends onboarding, support, success, and product thinking. You’ll play a key role in how customers experience SmartReach.io from day one and how long they stay with us.

Onboarding and customer acquisition

• Respond to chat inquiries and sign-up alerts using tools like Intercom
• Reach out to new users and guide them through setup or demo calls
• Understand their goals and align platform features to their workflow

Customer support

• Handle support queries via chat, calls, and tickets
• Troubleshoot issues and provide clear, step-by-step assistance
• Log bugs, patterns, and feedback in collaboration with the tech team

Retention and success

• Conduct training sessions and check-ins with active customers
• Share best practices and proactively prevent churn
• Track customer health using CRM and internal dashboards

Product contribution

• Create short help videos and product walkthroughs
• Actively use AI tools (e.g., ChatGPT, Loom, video editors) to improve speed and content
• Share insights with the product and engineering teams around UI/UX friction, customer feedback, and recurring issues

You’ll do great in this role if you

• Communicate clearly and confidently in English (written and verbal)
• Are excited to work with customers and help them succeed
• Are naturally curious and think critically about product experience
• Use AI tools to streamline work, not just out of curiosity
• Are proactive, self-organized, and open to working 6 days a week remotely
• Have experience in customer success, support, sales, or SaaS (preferred, not required)
• Have 2 to 5 years of work experience
• You’re open to a 6-day work week and working in US shifts

Tools you'll work with

• Crisp (chat + support)
• Sales CRMs (e.g., HubSpot, Zoho, Pipedrive)
• Loom, Notion, ChatGPT, basic video editing tools
• Analytics tools (e.g., Mixpanel, Hotjar, GA)