Customer Success Lead
Help people complete their paperwork and turn recurring support questions into product improvements.
The opportunity
When a customer asks about a failed fax, they need to know whether to wait, fix a number or try again. Good support gives them a clear next step.
You’ll support customers directly and build the help materials and routines that make those answers consistent as the product grows.
What you’ll work on
- Handle questions about files, drafts, page allowances and recorded delivery results.
- Create troubleshooting guides and write useful replies for recurring issues.
- Document incidents with enough context for engineering to reproduce them.
- Identify common obstacles and bring concrete examples to product reviews.
What you’ll bring
- Experience supporting customers in a software product.
- Clear written communication and the ability to explain unfamiliar workflows calmly.
- Judgment about when to investigate, escalate or ask for more information.
Useful, but not required
- Experience with technical support, billing or document workflows.
- Experience setting up a help centre or measuring support quality.
Your first months
- Learn the product from the user’s perspective and build a guide for the most common questions.
- Set up a feedback loop that turns support patterns into prioritised product changes.
How we work
Apply for this role
Describe a difficult customer issue you handled and what you changed afterward. Remove any private customer information from your example.