Customer Success Specialist

Job description

WE'RE HIRING!: At HTG, you’ll push boundaries with the latest tech and collaborate with a team that loves what they do. Be part of a design services company that is amongst the companies that lead the world in technology and innovation. Your next chapter starts here. In this role, you will: Respond to customer inquiries via email, phone, chat, SMS/WhatsApp and in-app support with professionalism, empathy, and accuracy. Own and resolve customer issues, coordinating across teams and escalating when necessary. Guide customers & installers through onboarding and ensure they feel supported at each touchpoint. Partner with the revops, marketing and product team on communications, campaigns, and content creation (FAQ, knowledge base, proactive emails). Support product and operations teams with testing, reporting bugs, and documenting patterns from support trends. Identify improvement opportunities across the customer journey and contribute to cross-functional projects. Contribute to the development and continuous refinement of customer service documentation and training. Maintain a customer-first, feedback-informed service mindset. Grow within the support team by deepening product experti...