Job Description

Job Title:  Client Success Manager (Onsite)
Location: Tempe, Arizona
Employment Type: Full-Time

About Wise Pelican

Wise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals and small business owners with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration.

Position Overview

We are seeking a  Client Success Manager to join our team in Tempe, AZ. In this role, you will be a front-line support specialist, assisting customers via phone, email, and sometimes chat. Your primary responsibilities will include root-causing and resolving customer inquiries, troubleshooting issues, and ensuring a seamless customer experience. You will work closely with our sales and operations teams to support and guide new and existing customers.

Key Responsibilities

Customer Support:

• Provide an excellent customer support experience for our customers when answering inbound support calls.
• You will be responsible for  root-causing and resolving inbound support inquiries from our main line and support email.
• You may also assist with chat when needed to help maintain SLAs.

Customer Support & Issue Resolution

• Provide  exceptional customer support by responding to inbound  calls, emails, and occasionally chat inquiries promptly and professionally.
• Troubleshoot  technical issues related to our platform and assist customers with navigating our services.
• Escalate  complex issues to the appropriate internal teams when necessary.
• Escalate customer inquiries and resolutions to  identify trends and areas for process improvement when needed.

Documentation & Reporting:

• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM.

Required Qualifications

• 2+ years of customer support experience, customer success, or help desk role.
• Strong verbal and written communication skills with a customer-first mindset.
• Proven ability to problem-solve, troubleshoot issues, and provide clear instructions.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficient in using CRM and support tools, with an ability to learn new tools and workflows quickly.
• Ability to work in an ambiguous environment

Preferred Qualifications

• Experience with HubSpot ,  Google Suite, Slack, and Aircall.
• Strong Customer Support Background.
• Marketing and/or real estate experience are a plus.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

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