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Customer Success Specialist

2 months ago

Phoenix, Arizona, United States Super Full time

Super, a subscription care provider for the home, including home warranties, is looking to hire a Customer Success Specialist. This is a pivotal role within the modern business landscape, dedicated to nurturing and enhancing the relationship between a company and its customers. This specialist serves as a liaison, advocate, and advisor, ensuring that customers not only achieve their desired outcomes with the product or service but also receive a consistently positive experience. Their mission is to proactively address customer needs and concerns, fostering loyalty and driving long-term satisfaction. By combining a deep understanding of the product with a passion for customer engagement, Customer Success Specialists play a crucial role in reducing churn and promoting sustainable business growth.

Essential Functions and Key Responsibilities:

  • Collaborating with the sales team to ensure subscription renewals and the overall growth of customer accounts
  • Addressing customer concerns and providing solutions to resolve issues in a timely manner
  • Creating policies and procedures that optimize the customer experience and report on their effectiveness
  • Gathering feedback from customers, studying other customer success programs, and analyzing customer data to identify the best practices
  • Enhancing customer service experience, creating engaged customers, and facilitating organic growth
  • Acting as a customer advocate and liaison to provide feedback to the internal teams on how to better serve customers

Qualifications and Requiremens:

  • College Degree or equivalent
  • 3-5 years of experience in customer service, customer success, sales support, and/or communications.
  • Exceptional written and verbal communication skills, including an engaging presence.
  • Strong critical thinking skills and attention to detail, and autonomous problem-solving skills
  • You are proficient in Salesforce, or similar with the ability to thrive in a startup environment.
  • Efficiency in browser-based applications and mobile-based applications
  • Experience working in a high paced, customer centric environment. Home warranty, insurance or similar industry experience is preferred
  • Bilingual in English and Spanish is a plus.

What we offer:

  • We'll pay you a competitive salary and benefits, provide stock options, and give you tools to help you achieve your objectives
  • Opportunities for growth within the company
  • The opportunity to join a fast-growing Silicon Valley technology company
  • Mentorship from proven executives
  • A unique professional opportunity different than any other in the home service industry.

COMPANY OVERVIEW

Super is on a mission to make caring for your home completely carefree. We are a subscription home care company delivering quick and effective home repair and maintenance at a predictable cost, using technology to take the hassle out of homeownership. Sitting squarely within the insuretech, prop-tech, and subscription industries, Super's poised to grow more than 2X/year in the coming several years.

Our culture is collaborative, dynamic, and data-driven. If you want to work with a stellar and seasoned leadership team with a winning track record, and at the forefront of the multi-billion dollar home service industry, this just might be the team for you.

Super closed an oversubscribed $51M Series C funding round in early 2021, led by Wells Fargo, with participation by Asahi Kasei, AAA - Auto Club Group, Gaingels, Second Century Ventures, the NATIONAL ASSOCIATION OF REALTORS' strategic technology investment fund. Existing investors Aquiline Technology Growth, Liberty Mutual Strategic Ventures, Moderne Ventures and the HSB Fund of Munich Re Ventures also participated.

The company is headquartered in San Francisco, CA, and by late 2021 will be available in 14 regions across 8 states.

FAIRNESS AND DIVERSITY

At Super, we value diversity and know that diverse workplaces lead to a culture of innovation and more powerful business outcomes. Therefore, we always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.