Note: The job is a remote job and is open to candidates in USA. Tawkify is a matchmaking service that is seeking a Customer Success Associate to be the frontline point of contact for clients. The role involves managing high volumes of client interactions while delivering exceptional support and maintaining professionalism in a fast-paced environment.
Responsibilities
- Manage a high volume of inbound client tickets, calls, and messages daily — responding with accuracy, warmth, and urgency
- Deliver exceptional support in every interaction, maintaining professionalism and a positive attitude even in high-pressure moments
- Anticipate client needs and resolve escalations and disputes before they grow — focusing on retention and satisfaction
- Execute client dispute resolution and mitigation strategies in an amicable and professional manner
- Apply Tawkify's Commercial Standard Operating Procedures (SOPs) consistently and stay current as they evolve
- Act as a Tawkify brand ambassador in every interaction — internally and externally
- Partner cross-functionally with Service Delivery, Business Operations/Finance, and Legal teams to resolve complex situations
- Hit performance targets and metrics consistently — you hold yourself accountable without being asked
- Step into other capacities as needed to support company and department goals
Skills
- 2+ years of experience in a high-volume, customer-facing role — contact center, client services, or similar
- Excellent verbal and written communication skills — phone, email, and text
- Demonstrated ability to multitask, prioritize, and manage time efficiently in a fast-paced environment
- Comfortable working independently and holding yourself to high standards without close supervision
- Strong computer skills — Mac OS, Google Workspace, Front, Calendly and CRM/ticketing platforms (Zendesk experience a plus)
- Reliable high-speed internet connection required — this is a fully remote position
- Schedule flexibility required — our Commercial teams operate across a wide range of hours, 7 days a week
- Experience in high-touch service, luxury, or premium client environments strongly preferred
Company Overview