You will be responsible for:
Own the customer relationship for the new product line: Deliver timely, high-quality support and build trust with our customers.
Master the platform: Become the deep subject-matter expert on the products capabilities to answer complex operational questions.
Build Scalable Systems: Design the support and success mechanisms needed to scale this new product line efficiently from early adopters to the mass market.
Lead "White-Glove" Onboarding: Proactively guide customers through the setup process, ensuring they are set up for success from Day 1.
Troubleshoot & Optimize: Investigate user issues, solve technical hurdles, and teach customers how to optimize their workflows.
Leverage AI for Efficiency: Actively use AI tools to streamline support processes, improve response quality, and automate workflows where possible.
Identify & Report Trends: Monitor user questions and friction points to provide structured feedback to the Product team for future improvements.
Build the Knowledge Base: Create support articles, guides, and video tutorials to help scale our support capabilities.
Customer-Facing DNA: You love helping people and are passionate about providing excellent service. You don't just close tickets; you solve problems.
Excellent written and verbal communication skills in English – a must.
Strong tech orientation; comfortable working with digital tools and SaaS platforms.
Curiosity & Resilience: You are comfortable working with a new product that is still evolving, and you view bugs as puzzles to be solved.
A proactive team player who can also work independently and lead processes.
Demonstrated experience in designing and executing end-to-end processes.
Experience working with AI tools – an advantage.
Background in accounting or finance – an advantage (but not a must).
