Customer Success Advocate

hace 1 mes


Barcelona, Barcelona, España Folk A tiempo completo
About the Role

We are seeking a knowledgeable and empathetic Product Support Specialist to join our team at Folk, a CRM platform that prioritizes genuine connections and long-term relationships with customers.

Key Responsibilities:

  1. Support Management: Ensure prompt resolution of inquiries and issues, manage escalations, and maintain a comprehensive knowledge base to empower users.
  2. Onboarding Management: Guide new customers through the onboarding process, providing training sessions, setting up accounts, and handling migration to ensure a seamless transition.
  3. Education and Training: Provide continuous education and training to maximize users' proficiency with our platform.
  4. Users Feedback: Serve as the voice of our users internally, building strong relationships and advocating for their needs across relevant teams.
  5. Cross-functional collaboration: Collaborate cross-functionally to address customer needs, gather feedback, and drive continuous improvement initiatives.
About You

You will be an exceptional communicator with strong written and verbal skills, proficient in English (and ideally in French). With at least 1 or 2 years of professional experience in a tech SaaS company, preferably in a B2B environment, you will possess a deep understanding of customer success and support principles.

You will thrive on daily interactions with users, demonstrating strong active listening skills, patience, resilience, and empathy. As a natural problem-solver, you will address technical issues while understanding their impact on users' businesses and crafting exceptional customer experiences.

We are looking for someone who is a strong grasp of technology and product functionality, eager to immerse themselves in understanding our platform's ins and outs. If you demonstrate initiative, operate autonomously, and effectively manage your workload through skilled prioritization and organization, we want to hear from you.


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