Customer Success Specialist
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Job Description
Customer Success Specialist at Moz responsible for customer engagement and technical support. Managing support tickets and customer education to reduce churn.
Responsibilities:
- Manage a continuous stream of incoming support tickets
- Promptly address requests related to product functionality, billing, and technical troubleshooting
- Provide detailed written instructions on executing specific platform actions
- Engage customers signaling intent to cancel via video calls
- Proactively schedule and lead video sessions with new customers
- Monitor platform activity during the first 90 days
Requirements:
- 2+ years operating in a SaaS-oriented Technical Support, Customer Success, or Onboarding function
- Highly developed time management skills
- A background in supporting tools and platforms
- Expert proficiency with ticketing platforms and issue tracking tools (e.g., Zendesk, JIRA)
- Ability to run efficient, technical troubleshooting sessions via video conference
- Develop deep mastery of Moz Pro and Moz Local
- Provide analysis of technical performance data
Benefits:
- Competitive salaries
- Robust health and wellness-focused benefits
- Paid time off
- Employee Resource Groups
- Company-sponsored events
- Professional growth through educational support, mentorship programs, and career development resources
- Employee engagement programs and recognition awards
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