Job description
Position Type: Full-Time | Remote
Working Hours: PST
About Pavago:
Pavago is looking for a proactive and empathetic Customer Success Specialist to help our client deliver world-class customer support while identifying opportunities to upsell and drive revenue growth. In this role, you’ll focus on building lasting relationships, resolving customer issues, and ensuring customers see the full value of the client’s offerings. If you have a track record of providing excellent support and successfully upselling during customer interactions, this is your chance to thrive in a fast-paced, remote environment.
Responsibilities:
- Customer Support: Deliver timely and effective support via phone, email, and chat, resolving issues with professionalism and empathy.
- Relationship Management: Build strong, trust-based relationships with customers to enhance satisfaction, loyalty, and retention.
- Upselling & Renewals: Identify opportunities to upgrade customer plans during support conversations and manage subscription renewals to prevent churn.
- Onboarding Support: Guide new customers through onboarding and product adoption to ensure a successful start.
- CRM Management: Log all customer interactions, issues, and upsell activities accurately in the CRM.
- Cross-Functional Collaboration: Work closely with product and sales teams to relay customer feedback and improve offerings.
- Customer Insights: Track recurring issues or trends in support tickets and recommend process or product improvements.
Required Skills and Experience:
- Experience: 2+ years in customer success, account management, or customer support.
- Upselling Skills: Proven ability to identify and close upsell opportunities during customer interactions.
- Communication: Excellent verbal and written English skills, with a professional yet friendly approach.
- CRM Proficiency: Experience with platforms like Pipedrive, HubSpot, Salesforce, or Zendesk.
- Results-Driven: Motivated by KPIs such as customer satisfaction, retention, and revenue growth.
- Empathy & Problem-Solving: Attentive listener with strong conflict resolution skills.
- Adaptability: Comfortable managing a high volume of customer interactions and shifting priorities quickly.
- Tech-Savvy: Quick to learn and adapt to new tools and systems.
What Makes You a Perfect Fit:
- Skilled at balancing customer care with strategic upselling.
- Comfortable managing relationships with a diverse customer base.
- Organized, detail-oriented, and proactive in preventing issues before they escalate.
- Able to turn customer feedback into actionable insights for the team.
What Does a Typical Day Look Like?
Start your day by reviewing incoming customer inquiries, prioritizing urgent issues, and following up with key accounts. Mornings might involve resolving product-related concerns and walking customers through solutions. Afternoons could focus on renewal reminders, upsell discussions, and onboarding support for new clients. Throughout the day, you’ll document all interactions in the CRM, track progress toward KPIs, and collaborate with internal teams to ensure an exceptional customer experience.
Ready to Apply?
If you’re passionate about delivering exceptional customer experiences, building lasting relationships, and helping clients achieve their goals while driving growth, this role is for you!
