Client Success Manager VA
We are seeking a proactive and analytical Customer Success Manager VA to support customer support operations for our client. This role focuses on managing support tickets, assisting customers with technical inquiries, coordinating with developers for bug-related issues, and maintaining high levels of customer satisfaction.
The Customer Success Manager VA will primarily manage inbound customer support requests through the ticketing system and email, provide guidance to users navigating the software, and ensure timely resolution or escalation of issues. The role also involves assisting with customer billing adjustments, conducting product data research, and supporting operational improvements that reduce recurring support tickets.
Customer Support Ticket Management
- Monitor and manage incoming customer support tickets through Zendesk.
- Access and review customer accounts to replicate reported issues.
- Review support requests and determine the appropriate response or action.
- Respond to general user inquiries related to software usage and functionality.
- Direct customers to relevant instructional resources such as documentation or YouTube tutorials when applicable.
- Ensure customers receive timely responses and maintain clear communication throughout issue resolution.
- Assist in managing churn reduction efforts by providing customers with support, trial extensions, or account credits when appropriate.
- Proactively reach out and probe with customers who choose not to renew their subscription
- Maintain a customer-first approach when resolving issues to encourage continued subscription to the software platform.
Issue Triage and Escalation
- Identify whether a customer issue is a general support question or a potential software bug.
- Escalate confirmed bugs or technical issues to the development team via email.
- Coordinate with the technical project manager and developers regarding issue status.
- Provide follow-ups and updates to customers while the issue is being investigated or resolved.
- Track escalated issues and ensure customers remain informed of progress.
Customer Billing and Credits Management
- Assist with customer billing adjustments within Stripe.
- Issue credits or apply promotional coupons based on established internal guidelines.
- Support subscription changes such as transitions from pay-per-project to unlimited plans.
- Escalate billing requests that exceed predefined authorization thresholds.
CRM and Lead Monitoring
- Monitor incoming leads within the GoHighLevel platform.
- Respond to customer inquiries associated with leads when appropriate.
- Identify high-value or enterprise-level prospects and escalate them to leadership for direct sales engagement.
Data and Product Research Support
- Assist in gathering product data requested by customers when it is not yet available in the system.
- Conduct online research to identify the correct contact information or product details.
- Contact manufacturers, suppliers, or customers to obtain missing product information.
- Compile and submit gathered data weekly to support updates to the software database.
Process Documentation & Knowledge Management
- Assist with updating internal documentation, SOPs, and knowledge base materials when processes evolve.
- Contribute to maintaining the customer support playbook as workflows change.
Requirements
- Strong engineering background or a related technical field
- Experience in back-office operations
- Experience supporting SaaS or subscription-based software (preferred)
- Experience working with ticketing systems or customer support platforms
- Comfortable working with technical documentation, data, charts, and system logs
Tools to be used:
- Zendesk
- Stripe
- GoHighLevel (CRM)
- Office 365
- Loom
- YouTube (for instructional resources)
- AdobeAcrobat
- Row Zero
- Online research tools
Benefits
- Fully remote work, Full-time & long-term role (not project based)
- Competitive Salary & appraisal opportunities
- HMO & Insurance
- PTO
- Lots of opportunities & areas for growth