Our client is a fast growing and profitable, US based software company now seeking to hire a UK based Customer Success Executive.
This is a fully remote role, working the hours of 10am to 7pm UK time, ideally suiting a motivated self-employed individual, or through on EOR.
About the Role
In this role, you will serve as the primary point of contact for a diverse customer base, including founders, investors and professionals working under tight timelines. You will be responsible for delivering clear, thoughtful and high-quality written communication (email) while helping users navigate complex and nuanced topics.
This is a writing-intensive, detail-oriented position that requires strong critical thinking and a commitment to continuous improvement. You'll gain exposure to the inner workings of high-growth companies while developing deep expertise in customer communication and problem-solving.
What Makes This Role Unique
Challenging, high-skill work: Customer enquiries are often complex and require careful analysis and precise communication.
Continuous learning: The role involves ongoing development and refinement of writing and problem-solving skills.
Ambiguity-friendly environment: Not all questions have clear answers - you'll often guide customers toward informed decisions rather than providing definitive solutions.Key Responsibilities
Respond to customer enquiries with thoughtful, empathetic and precise written communication
Create and maintain help centre content, and identify opportunities for new resources
Collaborate with engineering to investigate and resolve user-reported issues
Support product development by testing features and sharing customer feedback
Identify trends in customer questions and proactively communicate insights to the team Requirements
Strong passion for helping people
High emotional intelligence
Excellent analytical and logical thinking skills
Exceptional written English, with clarity and precision
Strong attention to detail
Ability to work independently in a remote environment
Comfort with learning and using new software toolsWork Environment & Benefits
Fully remote, distributed team with a long-standing remote-first culture
Collaborative, supportive and highly autonomous work environment
Flexible scheduling with an emphasis on team coverage and productivity
Professional development support (books, courses, tools, etc.)No prior domain-specific experience is required - training will be provided for the subject matter but a drive for customer satisfaction and being the 'problem solver' is a must!
This is a fully remote position and all candidates will be tested prior to interview.
Zero Surplus is one of the UK's premier recruitment agencies, based just outside Cambridge our recruiters source staff for small and international businesses across the South of England.
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Salary description
£32000.00 - £38000.00 per year