Sr. Customer Success Specialist

About AIFIAN

AIFIAN is at the forefront of transforming real-world asset investment globally. Our mission is to democratize access to smart investment opportunities, leveraging advanced technology to bridge traditional finance and modern accessibility. Following our successful soft launch in Taiwan in 2023, focusing on the burgeoning market of liquor investments, we've captured significant enthusiasm. As we prepare to scale our operations internationally, we're expanding our team to champion AIFIAN's vision worldwide.

About the Role

As a Sr. Customer Success Specialist at AIFIAN, you will be a crucial point of contact between our customers and the product, ensuring that users successfully navigate our offerings and achieve their desired outcomes. Your responsibilities will include troubleshooting user issues, gathering feedback, and actively contributing to the improvement of user experiences. You will collaborate closely with product and operations teams to ensure customer satisfaction is consistently at the forefront, while leveraging customer insights and feedback to help shape and influence business strategy.

What You'll Do

• Provide advanced support for customer interactions, troubleshooting complex issues, and ensuring customer satisfaction across multiple channels (Intercom and social platforms such as Instagram).
• Lead efforts in gathering and analyzing user feedback, driving proactive initiatives to improve customer experiences and optimize product usage.
• Develop, implement, and improve processes for resolving customer issues more efficiently, using insights from customer interactions to inform product development.
• Regularly prepare customer service analysis reports, sharing insights with colleagues to drive improvements across teams.
• Collaborate closely with Product and Engineering teams to align customer feedback with product roadmaps and ensure key user pain points are addressed.
• Mentor and guide junior customer success team members, providing support and fostering a collaborative team environment.
• Support the continuous improvement of automated customer service systems and self-service tools, ensuring they are up-to-date and aligned with user needs.

Tools You Will Use

• Support Systems: Intercom, JIRA
• Communication Tools: Slack, Notion
• Data Analytics Tools: Mixpanel, Google Analytics

What We Look For

• 3+ years of experience in customer success or related roles, with demonstrated expertise in solving complex customer issues and improving customer satisfaction.
• Strong ability to identify and drive optimization opportunities, with a proven track record of successfully implementing process or product improvements.
• Excellent communication skills, with the ability to work cross-functionally and present insights clearly to both technical and non-technical stakeholders.
• Experience mentoring junior team members and leading by example in a fast-paced, dynamic environment.
• Strong analytical skills, with the ability to leverage both quantitative and qualitative data to support decision-making.

At AIFIAN, we foster a collaborative environment devoid of traditional hierarchies. Titles and tenure are set aside as we let our accomplishments speak for themselves. We operate as a united team with a shared objective, constantly pushing each other to excel. Every team member is regarded as a decision-maker, holding autonomy and trust. We believe in the capability of our partners to shoulder responsibilities and contribute their best efforts.