Customer Success & Growth Operations Coordinator

Description:

1. Key Responsibilities
•       Respond promptly to customer inquiries via email and Intercom, providing clear and accurate information related to product features, account activation, billing, and package details.
•       Assist users in understanding their service packages, activation procedures, and how to leverage platform features such as QR codes, coupon creation, loyalty programs, and email campaigns.
•       Conduct free and paid demos for prospective and existing users, including scheduling, preparing demo environments, guiding users through product functionalities, and following up with supportive materials.
•       Monitor user account activity to identify activation status, usage patterns, and engagement levels; flag inactive or stuck users for targeted follow-up.
•       Maintain comprehensive internal trackers related to customer onboarding progress, demo status, support inquiries, account health, and upgrade requests to provide transparent and up-to-date reporting.
•       Escalate technical issues, billing questions, and complex account matters to appropriate internal departments while tracking recurring problems and customer feedback.
•       Support the launch operation for Dealify, including assisting users with code redemption, clarifying package limits, managing upgrade enquiries, and documenting frequent customer inquiries and concerns.
•       Conduct research and collection of business contact data for marketing campaigns, ensuring data accuracy, relevance, and proper segmentation according to business type, region, and campaign requirements.
•       Manage webinar-related operations such as building invite lists, coordinating reminders and follow-ups, tracking attendance, and providing administrative support before, during, and after events.
•       Utilize a variety of SaaS tools, helpdesk software, spreadsheets, and CRM systems effectively to manage and document daily customer success activities.
•       Adhere to documented processes, maintain high reliability in daily recurring tasks, and demonstrate flexibility to learn and adapt to new software and workflows.
•       Collaborate with the internal team to relay product feedback from users and contribute to continuous service and process improvements.


3. Experience
•       Minimum 1 year of relevant experience in customer success, support, or operations.