Customer Success Executive

• Have excellent writing and verbal skills, and comfortable conversing with international users
  
• Have interest and ability to understand a technical product in depth
  
• Have a customer-centric mindset. Wed like you to get joy from delivering exceptional customer experiences and driving long-term customer satisfaction.
  
• Enjoy debugging and troubleshooting technical products at a user level
  
• Have empathy for ordinary users trying to use sophisticated technology products
  
• Have a high level of personal responsibility. This means working in a fast-paced
  environment and meeting deadlines.
  
• Possess a bachelor's or masters degree in the Humanities, Social Sciences or an IT
  related field.
  

Day-to-day Responsibilities

• Provide support for end users of the PuzzleMe platform by responding to issues reported by customers via email (usually within 1 business day.)
  
• Track and resolve customer issues to their satisfaction.
  
• Work with customers and the internal team to research, diagnose, troubleshoot and
  identify solutions and workarounds
• Strategic responsibilities
  
• Gather customer feedback and insights to contribute to the continuous improvement of products and services, working closely with the product development team.
  
• Build a knowledge base to educate and help customers and keep this information updated.
  
• Use help desk software to create support dashboards and reports that help make business decisions.
  
• Look for opportunities to find creative solutions to all problems, small and large.