Customer Success Specialist II

About QuillBot

QuillBot is an AI-powered writing platform on a mission to reimagine writing. QuillBot provides over 35 million monthly active students, professionals, and educators with free online writing and research tools to help them become more effective, productive, and confident. QuillBot was founded on the idea that learning how to write and communicate well is empowering and should be a capability available to anyone. QuillBot already has an array of productivity-enhancing tools, and we wish to extend that suite to include an editor that helps any writer have the assistance that professional writers enjoy.

Job Responsibilities:

• Handle customer inquiries and complaints, providing timely and effective resolutions to ensure customer satisfaction.
• Build strong relationships with customers through honest and clear communication.
• Deliver exceptional customer service by addressing concerns with empathy and professionalism.
• Identify opportunities to convert free users into paid customers through upselling strategies.
• Collaborate with internal teams to resolve customer issues efficiently.
• Keep customers informed about new products, features, and services.
• Follow up with customers to ensure their concerns are fully addressed.
• Understand customer needs and provide personalized solutions to enhance their experience.
• Engage with and manage community platforms such as Discord, app stores, Play Store, and Trustpilot to promote products and gather user feedback.
  
  

Ideal Candidate:

• 3-6 years of experience in a SaaS-based product company with hands-on customer support experience (preferably in international voice, email, or chat support).
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with the ability to handle multiple tasks efficiently.
• Proven experience in B2B / team plan customer support, with the ability to manage complex, multi-user accounts and provide tailored solutions for business clients.
• Outbound customer engagement experience is a plus, including proactive outreach to users for feedback, retention, and upselling purposes.
• Experience with CRM tools like Zendesk is a plus.
• Prior experience managing community platforms to engage users and promote products is a plus.
• Basic understanding of AI language models and general technical know-how is preferred.
• Familiarity with basic troubleshooting for Mac and Windows platforms to assist customers with common technical issues.
• Detail-oriented, proactive, and eager to learn.
• Willing to work flexible shifts, including weekends if required.
• Open to working across voice, email, and chat support channels.

Benefits & Perks

• Competitive salary, RSUs & annual bonus
• Medical coverage
• Life and accidental insurance
• Vacation & leaves of absence (menstrual, flexible, special, and more!)
• Developmental opportunities through education, developmental reimbursements and professional workshops
• Maternity & parental leave
• Hybrid & remote model with flexible working hours
• On-site & remote company events throughout the year
• Tech & WFH stipends & new hire allowances
• Employee referral program
• Premium access to QuillBot

*Benefits and benefit amounts differ by region. A comprehensive list applicable to your region will be provided in your interview process.

This role is eligible for hire in India.

We are a virtual-first company and have employees dispersed throughout the United States, Canada, India, Netherlands, & Germany. We have a market-based pay structure that varies by location. The base pay for this position is dependent on multiple factors, including candidate experience and expertise, and may vary from the amounts listed below. You may also be eligible to participate in our bonus program and may be offered an equity award, benefits, and other types of compensation.

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Equal ​Employment Opportunity Statement ​(EEO)

We are an equal opportunity employer and value diversity and ​inclusion within our company.  ​We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender ​identity, gender expression, sexual orientation, age, marital status, ​veteran status, or ​ability status. We will ensure that individuals who are differently abled are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment as provided to other applicants or employees. Please contact us to request accommodation.