Customer Success Specialist

Why join Willa?

Do you want to have a massive impact on the lives of millions? Do you want to give freelancers and online creators the work and life they deserve? Then this is the right place for you!

Join a rapidly growing company that will provide a challenging and rewarding role with excellent career opportunities. We don’t have managers that manage managers. We have a flat hierarchy with clear lines of communication. We recognize that everyone has a key part to play in the success of the business.

Our success depends on our ability to build world-class products together. As much as we enjoy spending time together, Willa is set up as a distributed team. We strive to be a workplace that a diverse mix of wonderful people want to join.

Location: Hawaii or EST time zone

The role

We are looking for an experienced self-starter to help take the lead on the day-to-day operations of customer experience at Willa. By understanding our value proposition and target audience, you will help shape, create and deliver an unparalleled experience for clients and customers alike.

This is a fantastic opportunity for the right person to join a small and fast-growing Customer Success team that works cross-functionally to solve problems and identify opportunities as we build the ultimate payment solution for creators.

What you'll do

• Support the Head of Customer Success in executing strategic initiatives
• Solve support tickets from all types of customers (eg. existing users, VIP users, prospective users, and clients)
• Liaise with our external vendor to ensure all of their questions are answered and that they have the necessary resources to successfully complete their tasks
• Maintain internal and external resources/tools (eg. creating new Zendesk macros, updating our Help Center, etc.).
• Help onboard and ramp up new teammates as the team grows

Who are you?

• 2+ years experience in a customer success or customer experience role at a SaaS or e-commerce company
• Experience using a helpdesk ticketing system, preferably Zendesk
• Passionate about connecting with people — making sure that they feel heard, supported, and delighted
• Point of contact, coordinator, or manager of an external vendor (eg. BPO, Upwork, independent contractors, etc.) or a small team
• In-depth understanding of the US society and culture, specifically the Millennial and Gen Z user base
• Active or well-versed in the world of social media, particularly Instagram and/or TikTok
• Native or fluent in English with expert abilities to communicate in a clear, concise, yet friendly/casual manner both verbally and in writing
• Sharp analytical and problem solving skills
• Thrives in a fast-paced environment where Left today may be Right tomorrow

Nice to have

• Experience being a Zendesk admin