Customer Success Executive

Job Description

As a Customer Success Specialist, you will play a key role in supporting our customers throughout their journey with Gremsy products. You will assist in onboarding, answering customer queries, resolving issues, and ensuring customer satisfaction while gaining experience and developing skills in customer success management.

Key Responsibilities

• Customer Support: Respond to customer inquiries via support ticket, email, chat, or phone and assist in resolving issues promptly. Follow best practices in ticket management, ensuring timely updates and resolution to maintain high service levels

• Onboarding: Support new customers during onboarding by providing guidance on initial setup and best practices.

• Customer Engagement: Conduct regular follow-ups with customers to ensure their needs are being met and identify opportunities to enhance their experience.

• Documentation: Maintain accurate and up-to-date customer records in the Helpdesk and Knowledge Base system.

• Feedback Collection: Gather customer feedback and share insights with the team to improve products and services.

• Training: Assist in delivering basic training sessions or creating guides and resources for customers.

• Cross-Team Collaboration: Work with the support, product, and sales teams to resolve customer issues and contribute to process improvements.

Job Requirement

• Education: Bachelor’s degree in Business, Marketing, Communications, Mechantronics (preferred but not required).

• Experience: 0-2 years of experience in customer-facing roles such as support, sales, or account management (internships included).

• Skills:

  • Strong communication and interpersonal skills.

  • Possess strong English skills (listening, speaking, reading, writing) to work and communicate effectively with international clients. 

  • Customer-first mindset with a proactive approach to problem-solving.

  • Basic familiarity with Helpdesk tool (e.g., Freshdesk, Zendesk) or CRM tools (e.g., HubSpot, Salesforce) is a plus.

  • Ability to manage multiple tasks and prioritize effectively.

  • Willingness to learn and adapt in a fast-paced environment.

Preferred: Interest in UAV/drone technology and a desire to grow within the field of Customer Success.