Customer Onboarding Specialist (Customer Success)

Helpshift, a Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

Responsibilities:

Assist customers through Helpshift’s onboarding process end-to-end, from discovery through go-live
Work side-by-side with customers to design, build, and deploy basic integration and workflows involving AI & Bots
Monitors KPIs throughout the free trial and self service onboarding experience to ensure a smooth set up experience that leads to faster time to value
Identify and Propose improvements to standard Helpshift implementation processes
Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions
Work collaboratively with account management, operations, and product teams to ensure customers’ overall success with the product and support operations
Continually optimize the overall onboarding process with improvements to documentation, trainings, and other customer-facing content

Requirements

You have a minimum of 1-2 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management

You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
You are exceptionally organized and a project manager at heart
You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
You are curious about complex systems and a natural problem solver
Bonus points for previous experience in a support role or call center
Amenable to work on shifting schedules / different time zones as needed
This role offers a WFH setup, however, reporting onsite will be required based on business needs

Benefits