Customer Success Specialist

Gain Compliance is looking for an exceptional Customer Success Specialist who will serve as our primary contact for incoming customer support inquiries, and assist with onboarding customers by owning and managing document setups. This individual will help troubleshoot, identify problems, research answers, and communicate with customers over the phone and email. Our ideal candidate has exceptional interpersonal and communication skills, exercises attention to detail and critical judgment, and is highly motivated to ensure that our customers have a first-class experience with our software.

What you’ll do

Operate with the following mindset

• Obsess over making our customers happy and improving how Gain works!
• Over-communicate, collaborate, and “hustle” across teams to achieve the above goal!
• Owning the customer experience, while also improving our ability as a business to support their dynamic needs.
• Wear multiple hats and assist with other tasks that arise in the context of a fast-paced technology startup.
• These ☝️ are important principles at Gain! We are growing rapidly and often fill product gaps with exceptional customer service, which means you will be a gritty technology sleuth who goes above and beyond the normal role of a Customer Success Specialist.

Own Customer Setup, Onboarding, and Concierge Outreach

• Partner with Customer Success Managers (CSMs) as we transition and onboard customers to Gain Compliance’s product and services.
• Apply critical judgment and attention to detail while setting up and reviewing customer documents and data in Gain Compliance’s software with a high degree of accuracy.
• Ensure a high level of communication around the status of customer setups using internal trackers (Oh, and help us improve how we do all this also! We love improving how we work, so bring and share ideas!)
• Own developing and maintaining setup processes for onboarding customers as well as customer-related documentation.
• Enable CSMs by assisting with a range of account management tasks and concierge outreach to customers as requested by CSMs.
• Maintain and ensure accuracy of data from our customers within our internal administration system and CRM application.
• Build strong customer relationships and identify opportunities for growth.

Own Tier 1 Customer Support

• Provide exceptional customer support with a high degree of product knowledge.
• Troubleshoot issues with customers as trusted and valued partners: identifying problems, researching answers, and guiding customers through corrective steps.
• Resolve customer support inquiries arriving via phone, email, chats, and other means.
• Coordinate the escalation of customer support inquiries that you are unable to resolve, ensuring successful hand-off and follow through with CS and other cross functional teams.
• Manage and resolve tickets through a case management system.
• Availability to adjust working hours during peak quarterly filing seasons. This may include working up to 7 pm CST M-F and potentially 10 am – 2 pm Saturday and Sunday during peak seasons. Gain will work with you to flex your hours during these peak seasons.
• Ability to manage and resolve emergency support processes through the use of PagerDuty.

What you’ll need: 

• Excellent verbal and written communication.
• Numerical reasoning (you need to be able to make sense of numbers!).
• Attention to detail.
• Critical judgment.
• Exceptional motivation.
• Superior customer service skills.
• A professional, outgoing, and energetic personality with excellent interpersonal and presentation skills.
• Flexibility and the ability to thrive in a startup environment.
• Support Background with a previous SaaS company preferred.
• A Bachelor’s degree in business or accounting is a plus.
• Experience with HubSpot and Jira is a plus!

Gain Compliance is a technology startup focused on helping insurance companies with the burden of their compliance related filings.

In the spirit of a software startup, all employees can wear multiple hats and contribute to the success of our company in multiple ways. While the primary focus of this position is helping to onboard new customers, the Customer Success Manager will have opportunities to frame best practices, to assist with various research related projects, and to work with the product team to design and develop world-class software products.

We are looking for people who are passionate about building great products and services that customers love – people willing to go out of their way to provide best-in-class solutions to difficult problems.

If you are interested in joining us, please let us know by emailing us with a cover letter and resume at careers@gaincompliance.com.