Customer Success Assistant (Frontline Chat Support Agent)

The Customer Success Assistant will help support and guide new and existing users, ensuring they stay engaged and advocate for the company’s software solution.

Duties and Responsibilities:

• Providing behind-the-scenes support for Customer Success Specialists, including training new users in the software.
• Provisioning new accounts for subscribers, setting up environments, issuing passwords, and providing access to learning tools.
• Responding rapidly to customer support queries via Intercom help desk, with options to:

a) Resolve simple requests immediately

b) Investigate and solve more complex requests

c) Log bug reports in JIRA for the development team.

• Updating client workflows or performing account customizations to support users’ implementation of the app.
• Conducting account health checks to assess software usage and deliver targeted support.
• Handling subscription changes (upgrades, downgrades, cancellations).
• Maintaining updated documentation as features evolve.

Requirements

Must-have Skills / Qualifications:

• Minimum 3 years of experience in Customer Success/IT Chat Support or a similar role. Mortgage broking industry experience is highly desirable.
• Strong customer service or IT chat support experience (mortgage/finance industry preferred).
• Experience in broking, banking, or finance industries (BPO industry with similar accounts also considered).
• Proficient in cloud software and ticketing systems like Intercom or Zendesk.
• Excellent attention to detail and comfort with spreadsheets and data.
• Strong written and verbal communication skills.
• Troubleshooting, problem-solving, and proactive mindset.
• “Can-Do” attitude and excellent English communication (written/verbal).
• Technical support or training experience (useful but not essential).
• Loan processing or finance experience (useful but not essential).