Customer Success Specialist II

This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Remote (India)

JobType: full-time

We are seeking a Customer Success Specialist II fluent in English and German to join our fast-growing global team. This is a high-impact, customer-facing position that supports an international user base across voice, email, and chat channels. You’ll serve as the key point of contact for users, helping them maximize the value of our AI-powered writing tools, resolving issues with empathy, and turning customer insights into actionable improvements.

Key Responsibilities:

• Respond to customer inquiries and complaints across multiple channels, ensuring timely and effective resolution.
• Build and nurture strong relationships with users through transparent and empathetic communication.
• Deliver exceptional service by addressing customer needs with professionalism and care.
• Identify and execute opportunities to convert free users into paid subscribers through effective upselling.
• Collaborate with internal teams to resolve issues quickly and efficiently.
• Keep customers updated on new products, features, and services.
• Follow up with customers to confirm that their issues are fully resolved.
• Understand customer needs and provide personalized recommendations to improve their experience.
• Engage with users across community platforms (e.g., Discord, app stores, Play Store, Trustpilot) to promote products and gather feedback.

Qualifications:

• 3+ years of experience in a SaaS-based product company, with hands-on customer support experience in voice, email, or chat for international users.
• Excellent communication skills in English and German (C1–C2 proficiency).
• Strong problem-solving and multitasking abilities.
• Proven experience in B2B or team plan customer support, managing multi-user accounts and providing tailored solutions.
• Experience with outbound engagement, including user feedback, retention, and upselling, is a plus.
• Familiarity with CRM tools (e.g., Zendesk) and community management platforms preferred.
• Basic understanding of AI language models and general technical troubleshooting (Mac/Windows).
• Detail-oriented, proactive, and eager to learn in a fast-paced environment.
• Flexible to work across shifts, including weekends if required.

Skills:
German Language, Customer Success, Customer Support, SaaS, B2B Customer Management, CRM Tools, AI Tools