Customer Success Associate

About the Company

Almabase is a leader in the alumni software space, dedicated to making education affordable by helping institutions increase alumni giving. We provide a platform that helps universities and high schools engage alumni and raise funds more effectively.

Responsibilities

• Identify customer problems and provide effective technical and product solutions
• Take complete ownership of customer issues via in-app chat or email, including troubleshooting and reproduction
• Collaborate with Engineering and Product teams to resolve technical issues and suggest product improvements
• Proactively anticipate customer needs and suggest best practices or workarounds
• Maintain and create help articles and documentation for new features
• Meet critical KPIs and SLAs to ensure high-quality customer experience
• Participate in the "Critical Support" squad for 24/7 coverage one week per month

Requirements

• 1 to 2 years of experience in top-notch customer service
• Strong problem-solving skills and an ownership mentality
• Excellent written communication skills for clear and precise customer responses
• Ability to work US business hours (9:00 AM to 5:00 PM EST)
• Fast learner capable of mastering complex SaaS products

Preferred Qualifications

• Prior experience in SaaS or B2B environments
• Proficiency with tools like Google Suite, Intercom, Slack, Loom, or Notion
• Interest in process improvement and scaling initiatives