Customer Success Specialist

Role: Customer Success Specialist
Location: Remote

Reports To: Customer Success, Team Lead 

Contract Partner: This role is hired through SuperTalent, Flowspace’s international talent partner.

Note: You must follow all application and interview steps to be considered for this position.

About Flowspace
Flowspace is a leading venture-backed logistics technology company that empowers fast-growing merchants and global brands to fulfill e-commerce orders with speed, flexibility, and precision. Through its nationwide fulfillment network and proprietary software, Flowspace is reimagining how products move from warehouse to doorstep.

Customer Success Specialist at Flowspace

Position Overview

The Customer Success Specialist (CSS) at Flowspace is dedicated to providing exceptional customer experiences by managing inbound inquiries, addressing support tickets, and collaborating with cross-functional teams. The CSS will support merchants and warehouse partners, resolving issues efficiently and accurately while using Flowspace’s tech stack to streamline operations.

Key Responsibilities

1. Customer Support

   • Manage and resolve inbound inquiries from merchants through support tickets in Salesforce ServiceCloud, emails, and occasional calls.

   • Provide guidance and training to customers on the Flowspace platform to maximize its benefits.

   • Address inquiries related to orders, shipping, billing discrepancies, and other operational concerns.

   • Maintain detailed records of all customer interactions within ServiceCloud and other systems.

2. Collaboration and Problem-Solving

   • Collaborate with account management, product, engineering, and finance teams to resolve complex customer issues.

   • Work with warehouse partners to ensure accurate and timely order fulfillment.

   • Liaise with internal stakeholders to address escalations, billing inquiries, and customer satisfaction matters.

3. Operational Efficiency

   • Use Jira to manage support requests and escalate issues to engineering when needed.

   • Communicate efficiently within the team using Slack for quick updates and Gmail for internal communication.

   • Utilize Notion for project collaboration with merchant and warehouse teams, ensuring all information is organized and accessible.

   • Participate in ongoing data hygiene projects, ensuring customer information in ServiceCloud is accurate and up-to-date.

4. Process Improvement

   • Identify and recommend improvements for customer workflows, internal processes, and customer education initiatives.

   • Engage in cross-functional meetings to refine operational procedures, SLAs, and overall customer experience.

   • Contribute insights to enhance the knowledge base using Forethought for AI-driven customer support and deflection, helping reduce support tickets by improving automation.

5. Technology Utilization

   • Efficiently use Flowspace’s CS tech stack to deliver seamless customer support:

     • ServiceCloud for managing tickets and account information.

     • Slack for quick team communication.

     • Gmail for internal correspondence.

     • Notion for project collaboration across teams.

     • Jira to manage SOE support requests.

     • Forethought to enable AI deflection and automate common inquiries.

Qualifications

• Experience:

  • 4+ years of experience in customer service or a similar role, with experience in logistics, e-commerce, or SaaS as a plus.

• Skills:

  • Excellent verbal and written communication in English.

  • Ability to multitask in a fast-paced environment with high attention to detail.

  • Strong problem-solving skills and ability to analyze data to identify issue root causes.

• Technology Proficiency:

  • Familiarity with ServiceCloud or similar CRM tools.

  • Experience with Slack, Jira, and AI-driven support tools like Forethought is advantageous.

Preferred Attributes

• A proactive, empathetic approach to customer interactions.

• Ability to manage difficult conversations with professionalism.

• Passion for continuous learning and improving customer experience.

• Availability to work during U.S. business hours with flexibility for occasional overtime during busy season.

This role is ideal for individuals who are passionate about problem-solving, building relationships, and improving customer satisfaction through technology and collaboration. Flowspace values teamwork, innovation, and a commitment to delivering outstanding customer service.

Work Hours & Commitment

• Full-time

• Fully remote, with preference for availability during core Pacific Time working hours

Compensation

• This role is hired as a full-time contractor through Flowspace ’s global talent partner, SuperTalent

• Compensation: $1300 USD per month, Paid weekly

• Plus, 100% coverage for medical, dental, and vision through a global insurance program