Customer Support & Customer Success Specialist

We are looking for code lovers who are excited to develop groundbreaking products and make a real impact in the market.\n\nWhy Join Beetexting?\nWe are entrepreneurs. We're resourceful and positive\nWe are innovators. We obsess on helping our customer win.\nWe are visionaries.

We think deeply about the industry and think way, way ahead.\nWe are beelievers. We're humble. We believe in each other and support one another.\nWe are givers.

We think of others first.\nWe are intentional. We plan\nWe are diligent. We measure outcomes and stay focused on the profitable.\nWe are gritty.

We execute and we never give up.\n\nAbout the Role:\nWe are looking for a customer-centric and technically inclined Customer Support & Customer Success Specialist to join the Beetexting team. In this role, you will help customers successfully adopt and use Beetexting, troubleshoot product issues, provide onboarding and training, and collaborate closely with Product and Engineering teams to continuously improve the customer experience.\n\nYou will serve as a trusted advisor to customers using Beetexting for business messaging, contact management, automations, broadcasts, integrations, and team collaboration.\n\nKey Responsibilities:\nCustomer Support:\nProvide timely support to customers through chat, email, phone, and ticketing systems.\nTroubleshoot issues related to messaging, user management, broadcasts, automations, contacts, tags, templates, and integrations.\nInvestigate synchronization issues between Beetexting and third-party platforms such as RingCentral and Microsoft Teams.\nEscalate product bugs and complex technical issues to Engineering with detailed reproduction steps and supporting evidence.\nTrack customer issues through resolution while maintaining clear and proactive communication.\nMaintain high customer satisfaction by delivering prompt, accurate, and empathetic support.\nCustomer Success:\nOnboard new customers and guide them through Beetexting setup and best practices.\nConduct product demonstrations and training sessions for administrators and end users.\nEducate customers on features such as shared inboxes, broadcasts, automations, widgets, tags, templates, consent management, and reporting.\nProactively identify opportunities to improve customer adoption and engagement.\nGather customer feedback and advocate for product enhancements that improve usability and business value.\nHelp reduce customer churn by identifying risks early and working collaboratively toward successful outcomes.\nProduct & Cross- Functional Collaboration:\nPartner with Engineering, Product, and QA teams to reproduce issues and validate fixes.\nCreate and maintain internal documentation, troubleshooting guides, and customer-facing knowledge articles.\nIdentify recurring support trends and recommend product or process improvements.\nParticipate in release testing and verify fixes before customer communication.\n\nRequired Qualifications:\nBachelor's degree or equivalent practical experience.\n2–5 years of experience in Customer Support, Customer Success, Technical Support, or SaaS implementation.\nExcellent written and verbal communication skills in English.\nStrong analytical and troubleshooting abilities.\nAbility to explain technical concepts in a simple, customer-friendly manner.\nExperience managing multiple customer conversations and priorities simultaneously.\nFamiliarity with CRM and ticketing systems such as Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms.\n\nPreferred Qualifications:\nExperience supporting business messaging or communications platforms.\nUnderstanding of SaaS products, APIs, web applications, and cloud technologies.\nExperience working with telephony or communication platforms such as RingCentral or Microsoft Teams integrations.\nBasic SQL or log analysis skills are a plus.\nExperience working directly with Product and Engineering teams in an agile environment.\n\nKey Competencies:\nCustomer-first mindset\nStrong ownership and accountability\nExcellent problem-solving skills\nEffective stakeholder communication\nAttention to detail\nProcess improvement orientation\nAdaptability and continuous learning\nTeam collaboration\n\nKey Performance Indicators (KPIs):\nCustomer Satisfaction Score (CSAT)\nFirst Response Time (FRT)\nTime to Resolution (TTR)\nSLA compliance\nCustomer onboarding completion and success\nProduct adoption and feature utilization\nEscalation quality and documentation\nCustomer retention and renewal support\nContribution to knowledge base and process improvements\n\nSuccess in This Role:\nA successful Customer Support & Customer Success Specialist at Beetexting builds lasting customer relationships by resolving issues efficiently, enabling customers to maximize the value of the platform, proactively identifying improvement\n\nHow to Apply?\nIf you are passionate with Customer Support & Customer Success and thrives in an innovative startup environment, apply now to join our journey in revolutionizing communication!\nApply here or email to [email protected]