Customer Success Specialist

Job Title: Customer Success Specialist

Position Type: Full Time

Working Hours: US Hours

About Pavago:

Pavago is hiring a Customer Success Specialist to support our client in providing world-class customer service while identifying upsell opportunities during customer interactions. This is a hybrid role where relationship-building, issue resolution, and value-driven sales come together. You’ll ensure customers are satisfied, supported, and actively engaged , while also helping grow the client’s revenue through strategic upselling. If you're empathetic, proactive, and confident speaking with customers, this could be the perfect fit.

Responsibilities:

• Customer Support Execution: Provide real-time support via phone, email, and chat to resolve customer issues quickly and effectively.
• Relationship Building: Develop and maintain strong relationships with customers to increase satisfaction and retention.
• Upselling on Calls: Identify upgrade opportunities during support calls and convert them into sales.
• Renewal Management: Proactively manage subscription renewals and prevent churn.
• CRM Documentation: Accurately log all interactions, issues, and upsell outcomes in the CRM.
• Cross-Team Collaboration: Work with product and sales teams to share customer feedback and refine offerings.
• Onboarding Assistance: Guide new customers through setup and onboarding to ensure successful adoption.
• Feedback Reporting: Track trends in support tickets and propose improvements to enhance customer experience.

What Makes You a Perfect Fit:

• Support Experience: 1–2 years in customer success, account management, or support roles.
• Upselling Skills: Proven ability to recognize and convert upsell opportunities during live interactions.
• Communication Strength: Clear and professional verbal and written communication skills.
• CRM Proficiency: Hands-on experience with tools like HubSpot, Salesforce, or Zendesk.
• Goal-Driven Mindset: Motivated by KPIs such as customer satisfaction, retention, and revenue growth.
• Empathetic Approach: Naturally attentive to customer needs with a focus on problem-solving.
• Adaptability: Comfortable handling high volumes of queries and shifting between tasks quickly.
• Tech Savvy: Fast learner with the ability to pick up new platforms and tools.

What Does a Typical Day Look Like?

As a Customer Success Specialist, you’ll begin your day reviewing inbound customer queries, prioritizing urgent issues, and following up with high-value clients. You’ll be resolving product concerns, guiding users through solutions, and suggesting service upgrades where appropriate. Your afternoon may be spent conducting follow-up calls for renewal reminders or upselling discussions, ensuring the customer journey continues smoothly. All interactions are logged in the CRM to track trends, identify opportunities, and deliver a consistently excellent customer experience.

Interview Process:

• Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
• Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
• Practical Assessment: Showcase your creative abilities through practical tasks relevant to the role.
• Background Checks: Conduct swift verification of your references and past employment details.