Job Description
Job Description
The Customer Success Representative II is a senior-level member of the Customer Service & Experience team. This role is responsible for handling more complex customer situations, modeling high standards of quality and accountability, and serving as a trusted resource for team members.
This position manages escalated cases, advanced troubleshooting, and sensitive customer interactions while delivering a best-in-class customer experience. The role also contributes to continuous improvement efforts by enhancing processes, documentation, and feedback channels to better support customers and the team.
Schedule
- Off: Monday and Tuesday
- In-office: Wednesday through Friday
- Remote: Saturday and Sunday
- Shift: 7:00 AM – 3:30 PM
- First four weeks: Monday–Friday onsite for training and onboarding
- Schedule may be adjusted based on business needs and managerial discretion
Key Responsibilities
Advanced Customer Support
- Deliver prompt, accurate, and empathetic support via phone, email, chat, and occasional in-person interactions.
- Take full ownership of complex or high-impact customer cases, setting clear expectations, providing proactive updates, and ensuring complete resolution.
- Model professional communication standards and customer-first best practices for the broader team.
Complex Issue Resolution & Escalations
- Investigate and resolve escalated complaints, technical challenges, and unique scenarios that extend beyond standard scripts or templates.
- Collaborate cross-functionally with Technical Support, Manufacturing, Logistics, and other departments to identify and resolve root causes.
- Apply sound judgment when interpreting warranty policies, goodwill accommodations, and exception handling while balancing customer satisfaction with business objectives.
- Serve as an escalation resource for Customer Success Representative I team members when additional experience or decision-making is required.
Product & Service Expertise
- Maintain comprehensive knowledge of company products, including configuration, installation processes, and common troubleshooting scenarios.
- Stay informed on product updates, new releases, policies, and operational changes.
- Contribute to the development and maintenance of internal and external documentation such as troubleshooting guides, FAQs, templates, and knowledge base articles.
Customer Feedback & Continuous Improvement
- Document customer feedback and recurring concerns clearly and accurately; identify trends and share insights with leadership and cross-functional partners.
- Proactively recommend improvements to policies, workflows, and tools to enhance the overall customer journey.
- Participate in — and occasionally lead — small projects or pilot initiatives aimed at improving support quality, efficiency, or response times.
Quality, Coaching & Team Support
- Consistently meet or exceed performance metrics, including CSAT, response time, resolution time, quality standards, and documentation accuracy.
- Provide informal coaching and support to newer team members by answering questions, reviewing complex cases, and sharing best practices (no formal direct reports).
- Participate in quality assurance reviews, calibration sessions, and ongoing training to support team performance and alignment.
Qualifications
- 2–4+ years of experience in customer success, customer support, or a related field, preferably supporting physical products or hardware.
- Proven ability to manage complex, escalated, or high-stakes customer situations successfully.
- Strong written and verbal communication skills, with the ability to clearly explain complex topics.
- Excellent problem-solving skills and attention to detail, with a focus on identifying root causes.
- Proficiency in CRM or ticketing systems and the ability to navigate multiple platforms simultaneously.
- Ability to collaborate effectively across departments such as Technical Support, Engineering, Operations, and Logistics.
- Demonstrated ownership mindset with strong follow-through.
- Calm, professional, and solutions-oriented when managing challenging customer interactions.
- Comfortable working in a fast-paced, evolving environment with shifting priorities.
- Willingness to work a flexible schedule, including weekends and holidays, as needed.