Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Customer Success Agent to support customers with product or service questions, routine onboarding, and effective use of available features. The role manages customer interactions and service requests, follows up on open issues, and coordinates or escalates complex concerns to internal teams.
Responsibilities
- Review incoming customer questions from a queue, calls, emails, and service tickets, identify the purpose of each contact, and prioritize responses by urgency and customer impact
- Welcome new customers, explain standard onboarding steps, share approved product or service information, and confirm they understand the next action needed to get started
- Use a CRM such as Copper to review customer history, update contact details, log interaction summaries, and record agreed next steps after every meaningful exchange
- Manage customer requests in a support platform such as Help Scout, linking related conversations and maintaining clear ownership until the request is resolved or transferred
- Ask focused questions to clarify feature access, product use, or account concerns, then provide accurate guidance using approved internal resources and current process notes
- Follow up with customers when information is missing, an action remains open, or a promised update is due, using courteous and easy-to-understand messages
- Coordinate with the support team and product specialists when a customer needs deeper product knowledge, providing complete context and notes before transferring the concern
- Escalate urgent, repeated, or unresolved customer concerns to the customer service team lead, describing the issue, prior steps, customer impact, and requested assistance
- Identify recurring questions and share observations with the customer success team so knowledge resources, onboarding guidance, and service approaches can be improved
- Maintain quality through accurate guidance, timely turnaround, complete interaction notes, appropriate follow-up, and respectful customer-focused communication
Skills
- High school diploma or equivalent
- Familiarity with customer onboarding concepts, product adoption support, and methods for guiding users through routine service questions
- Ability to use a CRM such as Copper to locate customer context, update interaction details, and track next steps
- Ability to use a support platform such as Help Scout to organize service tickets, respond clearly, and monitor open customer requests
- Strong ability to explain product or service information in plain language through written messages and conversations
- Sound judgment when identifying concerns that need follow-up, internal coordination, or escalation to a customer service team lead
- Authorization to work in the United States
- Related experience preferred in customer-facing support, client assistance, or online service environments
Benefits
- Fully remote work from a desk-based home workspace in New Jersey, United States.
- Structured onboarding and training on a CRM such as Copper and a support platform such as Help Scout.
- Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
- Opportunities to build customer onboarding, product guidance, service ticket coordination, and customer communication skills.
- Health coverage
- Paid leave
- A 401(k)
- Maternity leave
- Bonus opportunities
Company Overview