About the Company
About the Company
Tawkify is a matchmaking company focused on providing personalized service to clients navigating their dating and relationship journeys.
About the Role
Tawkify is seeking a Customer Success Associate to serve as a primary point of contact for clients, handling a high volume of tickets, calls, and messages while maintaining a professional, empathetic approach. This role requires someone who can work efficiently under pressure, manage competing priorities, and provide thoughtful support when addressing sensitive client concerns.
You will work closely with Service Delivery, Business Operations/Finance, and Legal teams to resolve complex issues, manage disputes, and support client retention and satisfaction. The position is fully remote within the United States and requires schedule flexibility to support teams operating across a wide range of hours, seven days a week.
Key Responsibilities
Manage a high volume of inbound client tickets, calls, and messages, responding with accuracy, urgency, and warmth.
Provide professional, attentive customer support, including during difficult or high-pressure interactions.
Anticipate client needs and address escalations and disputes before they become more serious.
Apply dispute resolution and mitigation strategies in a constructive, professional manner.
Follow Tawkify's Commercial Standard Operating Procedures (SOPs) and stay up to date as processes change.
Represent Tawkify positively in all internal and external interactions.
Collaborate with Service Delivery, Business Operations/Finance, and Legal teams to resolve complex client situations.
Meet established performance targets and metrics while maintaining high service standards.
Take ownership of client concerns, follow through on outstanding issues, and work toward timely resolutions.
Support additional responsibilities as needed to meet company and department goals.
Required Qualifications
At least 2 years of experience in a high-volume, customer-facing role, such as contact center operations, client services, or a similar field.
Excellent verbal and written communication skills, including communication by phone, email, and text.
Ability to multitask, prioritize competing demands, and manage time effectively in a fast-paced environment.
Ability to work independently, take ownership of responsibilities, and maintain high standards without close supervision.
Strong computer skills, including familiarity with Mac OS, Google Workspace, Front, Calendly, and CRM or ticketing platforms.
Reliable high-speed internet connection for remote work.
Schedule flexibility to support business operations across varying hours, including a team structure that operates seven days a week.
Preferred Qualifications / Requirements
Experience in luxury, premium, or other high-touch client service environments is strongly preferred.
Experience with Zendesk is a plus.
Familiarity with customer service tools such as Zendesk, Dialpad, Front, and Google Workspace is beneficial.
A demonstrated ability to handle objections and challenging conversations calmly, resolve client concerns, and maintain a positive, professional approach.
Strong attention to detail, resilience, accountability, and a commitment to following through on client issues.