Customer Success Specialist – UK or Remote
Full Time Position
Required languages: C2 or native English speaker
Articheck is an art tech SAAS startup seeking a new Customer Success Specialist to support our growing client base.
Founded by a Tate Conservator, Articheck has set the universal standard for digital condition reports with over 1 million reports generated by hundreds of museums, galleries, private collectors and fine art shippers globally. The Articheck team has also recently launched Virtual Courier, which is revolutionizing risk mitigation during shipping, and introduced Virtual Curator, an add-on that makes it the world’s first video condition reporting system. With primary values of sustainability and innovation, we are expanding our team to continue to cultivate and spread our mission in the art world as a social enterprise.
About the role:
Our customers range from solo conservators to some of the largest fine art shippers in the world. You’ll have the opportunity to interface with art world professionals in all sectors and corners of the world and support them in their use of Articheck. You’ll be a key member of the Customer Success team, responding to customer enquiries and eventually helping organise and assign enquiries to colleagues as well. Your day-to-day will include engaging directly with Articheck clients, troubleshooting technical issues, and confirming that bugs are fixed and issues resolved.
You’ll need to take ownership of support enquiries and create detailed tickets to follow cases through to resolution while providing excellent customer service. You’ll be given training as well as tools and support to then apply your knowledge and skills to diverse customer enquiries.
We use Slack for internal communication and this position will require effective interaction with the rest of the Customer Success team, as well as Account Management, Marketing, Sales and Development.
Provide thoughtful, empathetic customer support – usually via email and web chat, sometimes by phone or video call
Troubleshoot technical issues. Investigate, identify and report issues, bugs and product improvements to the development team
Consistently adopt Articheck voice across communication channels
Take ownership of enquiries, follow issues through internal flow to resolution with the customer
Advocate for ways to improve the customer experience
Know every corner of the Articheck system, including custom features for Enterprise clients
Draft FAQs and suggest ideas for new support resources such as knowledge base entries, video tutorials, etc
Effectively interact with Customer Success, Account Management, Marketing, Sales and Development teams
Proven experience in customer support/customer service
Empathetic, as you’ll be working with a non-technical customer base
Strong organisational skills to handle multiple tasks and responsibilities
Diligence and attention to detail – conscientious and can be depended on to complete tasks accurately
Impeccable written and verbal communication skills
Experience collaborating in a remote team. Providing next-level service requires context sharing, seamless handoff, knowing when to escalate, and asking for help when needed
Tech-savvy/comfortable learning new software quickly and deeply. Able to translate complex functionality into compelling and easy-to-understand directions for a customer that may have less experience with tech
What we offer:
Competitive salary, including a work-from-home stipend
Career development, growth and progression opportunities
31 days PTO
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