Customer Success Specialist

CINTRA DIGITAL BUSINESS VENTURES LLC - Austin, TX

Full-time - Mid Level

Austin, TX

10,001+ employees

About the position

The Customer Success Specialist at Ferrovial is responsible for managing customer interactions and enhancing customer success within the organization. This role involves collaboration with various teams, including marketing, finance, and product management, to ensure a unified customer experience. The ideal candidate will be a creative problem solver who thrives in a fast-paced environment and is skilled in evaluating customer experiences and implementing innovative solutions.

Responsibilities

• Develop and implement customer support triage strategies and playbooks to enhance customer experience.
• Provide customer support techniques and strategies for team members to improve brand perception and customer satisfaction.
• Monitor performance metrics and support ticket trends to evaluate support team effectiveness and inform business decisions.
• Collaborate with the marketing team to design a unified customer experience and assist with customer success initiatives.
• Build and track budgets, forecast expenses, and ensure financial efficiency.
• Partner with product managers to provide customer insights and contribute to feature development for improved customer experience.
• Create and maintain a knowledge base of customer support topics and FAQs.
• Handle escalated customer concerns professionally and promptly.
• Stay updated on industry trends and best practices in customer support.

Requirements

• 3-5+ years of experience in customer support or customer success, with at least 2 years in a supervisory role.
• Proven experience working with international teams and managing cross-cultural communication.
• Experience in a start-up environment, demonstrating critical thinking and adaptability.
• Proficiency in customer support software and tools, such as ServiceNow and Zendesk.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.

Nice-to-haves

• Experience supporting Spanish-speaking customers.
• Proficiency in Microsoft Excel, Word, and PowerPoint.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities