Job Description
Join our award-winning team as a Night Shift Customer Success Specialist and enjoy the perfect blend of professional growth and work-life balance. This fully remote position offers the flexibility to excel from your Colorado Springs home while supporting our national client base. As a key member of our 24/7 support ecosystem, you'll become the trusted voice for our premium clients, delivering exceptional service that drives retention and satisfaction. We provide comprehensive training, cutting-edge tools, and a supportive culture where your night owl energy thrives.
Responsibilities
- Manage high-touch client relationships during overnight hours via phone, chat, and email
- Proactively resolve complex technical and billing issues with empathy and efficiency
- Document interactions in CRM systems while maintaining 99% accuracy
- Collaborate with global teams to ensure seamless service continuity
- Identify upsell opportunities through proactive client engagement
- Monitor service SLAs and escalate critical issues per protocol
- Contribute to knowledge base improvements with client insights
Qualifications
- 2+ years customer service or technical support experience
- Exceptional written and verbal communication skills
- Proficiency with CRM platforms (Salesforce preferred)
- Reliable high-speed internet and quiet home workspace
- Ability to thrive in independent, self-directed environment
- Strong problem-solving and conflict resolution abilities
- Experience with ticketing systems (Zendesk/Jira)
- Flexibility to work 11 PM - 7 AM Mountain Time