Technical Support Specialist (Customer Success Specialist)

Join our journey: Shape the future of the web.

At Browse AI, we're redefining the future of how millions of people use information from the internet. We've empowered over 300,000 teams and individuals, democratizing access to web data that was once a luxury only big enterprises could afford. Our customers appreciate us for the exceptional user experience and support we deliver, rating us 9.6 out of 10.

Browse AI seeks a Customer Success Specialist to join our Customer Success team. As a foundational team member, you will play a crucial role in driving customer satisfaction and generating value for our customers. 

In this role, you will help our diverse range of customers get the most out of Browse AI services. You will listen to their needs, provide assistance, and serve as their voice within our organization. Additionally, you will contribute to the growth of our team and company by fostering a culture of innovation and leadership.

We are looking for team players who are eager to learn, unafraid of challenges, and driven to excel. If you thrive on complex tasks and enjoy helping people while also being tech-savvy with coding knowledge, this position is perfect for you. Your work will involve innovating and improving how people access data from the internet, with a significant focus on engaging with customers and prospects.

If you are ready to be part of something groundbreaking, shape a product that impacts millions, and grow with a startup that values your expertise and vision, Browse AI is the platform for you to excel.

Why join Browse AI?

You’ll join the Customer Success team at one of the world’s fastest-growing Product-Led Growth startups, where everyone plays a crucial role, and collaboration is required for success. We value diversity and make sure everyone feels valued and heard. We have a hybrid setting, so you can work from our downtown office next to the Vancouver Art Gallery or from home. But what’s really cool is being part of a team driven to rethink how information from the internet can be used.

We encourage bold ideas and provide the support needed to turn those ideas into reality. This is your chance to leave a mark, to grow professionally and personally, and to be part of something truly transformative. Here are some of the benefits you'll enjoy:

• Working at the fastest-growing SaaS startup in Canada and being part of the journey going from 300,000 users to tens of millions
• Bonuses as part of your compensation
• Personal and professional growth through working with talented people and scaling a startup 10x+ every year
• Working in a diverse environment with team members who respect and support each other
• Hybrid and flexible working location and times with the ability to work in person at the Vancouver office
• Social hours, monthly team-building events, and annual team retreats
• Health insurance
• Flexible vacation and personal leave policies

What’s the hiring process?

• HR Intro call (15-30 mins)
• Technical Assignment
• Short Intro call with the CEO/COO (15-30 mins)
• Offer

Responsibilities

• Managing incoming tickets, problem identification, and documentation.

• Troubleshooting and resolving product-related technical issues and effectively answering user's tickets.

• Preparing POC (proof of concept) for customers/prospects when necessary.

• Identifying patterns in recurring customer challenges and recommending product enhancements to improve user experience.

• Analyzing and reporting software-related glitches with the engineering team.

• Communicating with customers via email/CRM within established time frames.

• Delivering product demonstrations and guiding customers to understand our product better.

• Scheduling 1:1 meetings with customers when necessary.

• Building strong and long-lasting customer relationships, owning the relationship through proactive and reactive engagements.

• Gaining a deep understanding of user experience with our product and gathering effective feedback for continuous improvements and immediate correction.

• Pro-active approach toward the achievement of team and company goals.

• Communicating the problems, solutions, and best practices and collaborating with cross-functional teams to ensure seamless integration of Browse AI's platform.

Skills

• Passion for developing a user experience that users will love and remember.

• Solid technical background in front-end coding and understanding of software development.

• Advanced knowledge of tools like MS Office, Google G-suite, CRM, and platforms like Helpscout and Hubspot.

• Capability to quickly learn new software and tools.

• Proficiency in English is a must, both written and spoken.

• Excellent interpersonal and communication with strong attention to detail.

• Exceptional customer service skills with a talent for building rapport with customers.

• Team player in a fast-paced, dynamic environment, able to work proactively.

• Strong problem-solving skills with a hands-on approach.

• Skilled at effectively working with cross-functional teams.