**Customer Success Support Specialist**

Covington, Kentucky | Full Time **Job Overview**

We believe that getting work done is fulfilling to humans. There is a drive in every person to do excellent, impactful, meaningful work. Cloverleafs mission is to unleash people to do their best work. We bring our full selves to work each day and engage relentlessly to deliver a best-in-class product in pursuit of that mission. Each one of our team members is hugely influential to our ability to accomplish our mission, as well as in the culture and growth of our company.

As a member of the Customer Success team, you will support our clients and partners by providing responsive functional, technical and sometimes strategic customer support via in-app messaging within Intercom, email, and occasional phone/video. You will demonstrate empathy in writing and in tone of voice, a focus on customer success, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will become a subject matter expert on Cloverleaf and will stay up to speed with all product developments and releases. Our product development cycle includes continuous release updates, so curiosity for continued learning and adaptability are must haves for success in this role. You will provide backup support for Customer Success Managers (CSM) with general onboarding tasks, training coordination and miscellaneous project work. Additional responsibilities for supporting clients may include building help docs, supporting resources and videos.

We move fast and are always looking to find new ways to support and empower our customers. You would not only be the face of Cloverleaf to our amazing customers but would have your hand in the strategic process of how we as a company can guide our customers to success.

**What it takes:**

* Optimistic & positive attitude

* Strong emotional intelligence & empathy

* Must be personable and enjoy working in a customer-facing role

* Clear and thoughtful communication

* Active listening, patience and empathy

* Technically savvy

* Ability to work well under pressure

* Curiosity for growth

* Detail oriented

* Proactive problem solving

* Proven experience with nurturing customer relationships

* Active team player, self-starter, and multitasker who can quickly adjust priorities

* Effective collaboration with colleagues, customers and partners

* Dedication to process analysis and improvement

* Commitment to success

**Responsibilities**

* Be an enthusiastic problem solver

* Provide kind, courteous, empathetic and detailed customer support

* Take ownership of customer issues and provide resolution or escalate when necessary

* Set clear and reasonable expectations

* Become a trusted advisor to the customer through product knowledge, responsiveness and thorough, attentive customer support

* Act as a brand champion that goes above and beyond to deliver best in class service

* Share insights with the customer to maximize their experience and ensure they are aware of all features available as the platform continues to grow

* Collaborate effectively with Customer Success, Sales, Product and other areas of Cloverleaf to work together in knowledge transfer, solution resolution/escalation and product feedback

* Create process improvements to gain efficiency in support and training

* Create documentation and help center resources to support customer success

* Strive to make all customers successful and reference-able

**Qualifications**

* College degree preferred and/or up to a year of equivalent relevant experience

* Prior customer support experience in a SaaS (software-as-a-service) environment preferred, but not required

* Excellent multitasking and problem-solving skills

* Strong technical aptitude and ability to help troubleshoot and support both technical and non-technical users

* Exceptional communication skills (written and verbal) and ability to communicate with our customers via phone, email, and live chat