Tier 3 Customer Success Specialist

• Map customer workflows from start to finish and identify where they break down
• Design clear, repeatable processes to remove friction and improve outcomes
• Write and maintain SOPs that a new team member can follow without guessing
• Turn client goals into process by working directly with leadership
• Build tools, templates, and documentation that the wider team can reuse
• Track the results of process changes and adjust based on data
• Share developed processes so the team can apply them across similar situations

• 5+ years of strong customer service experience in customer success, operations, process design, or a related field
• Experience writing SOPs, process documentation, or training materials
• Comfort with Google Workspace, ClickUp, or a similar task tool, and spreadsheets
• Experience working directly with client leadership and coordinating across internal operations teams to translate decision-maker goals into clear processes
• Strong written and spoken English

• Health insurance for contractors
• Holiday Extra Pay
• 100% home-based position
• Mental health days
• Performance-based incentives
• Opportunities for professional growth and advancement