About the Senior Customer Success Specialist

Our Senior Customer Success Specialist will act as our high level point of contact between Anchor and our customers for any incoming communications, assisting our customers and the customer success team itself in finding precise, competent resolutions to existing and developing issues.

Our ideal candidate genuinely delights in problem solving and helping others. They are tolerant, empathetic, and highly skilled at both listening and communicating. Our senior specialist will have a knack for advocacy across the board - advocating for our customers and their experience, and for themselves and their team. Your goal will be to ensure exceptional service standards and sustain high customer satisfaction in conjunction with the broader Customer Success team, and to use your critical customer insights to generate process improvements for both and our customers and the customer success team's day-to-day workflow

Senior Customer Success Specialist Responsibilities

  • Provide support for customers across multiple channels (phone, messaging, & email) by investigating, troubleshooting, and resolving customer issues

  • Work directly with our knowledge manager to develop accurate and accessible documentation for the customer success team

  • Identify areas of opportunity to improve the internal processes by which we resolve customer requests

  • Work directly with members of the customer success team, acting as an escalation point and subject matter expert

  • Identify and evaluate customers’ needs to deliver satisfaction

  • Build sustainable relationships of trust through open and interactive discussion

  • Provide accurate, valid and comprehensive information by using the right methods/tools

  • Wherein a direct resolution is impossible, log defects, bugs, and actionable feedback for further improvement of our products

  • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution

  • Seek opportunities to add value for customers through education, proactivity and clear expectation setting

  • Follow communication procedures, guidelines, and policies

  • Use all available resources to ensure high standards are met and work is carried out in the most efficient manner

  • Go the extra mile to engage customers and spread enthusiasm for the product where applicable

Senior Customer Success Specialist Requirements

  • 3+ years experience in customer success, with preference for experience relevant to FinTech, crypto, and/or finance

  • Track record of not just reaching, but exceeding and helping to define KPI requirements

  • Experience acting in an escalation role and working with contracted support agents a plus

  • Process improvement and documentation experience

  • Strong email communication skills and customer empathy

  • Experience with CRM systems and practices (ZenDesk experience a plus)

  • Customer orientation and capacity to respond to unique situations with adaptive communication skills