Customer Success Associate (Technical Support Level 1 or 2)

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers achieve success by turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, you will manage our ticketing and customer resolution process, including our emergency phone line.

You will also receive a variety of materials, which you will prepare and process using our suite of glossary development tools. Success for you means helping our clients deliver flawless events.

Why Join Wordly?

• We are an energetic and dynamic startup growing fast in a hot market.
• We innovate and solve hard problems affecting thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• Our team consists of industry veterans and senior tech pros who prioritize performance and ease of use.
• We embrace remote work and offer a great work-life balance.

Who You Are:

• You’re a recent graduate looking to get started in AI and the tech industry.
• You’re experienced working with data from various resources.
• You have a strong understanding of databases and handling large amounts of data.
• You’re an expert researcher.
• You’re a self-starter who always looks to take your work to the next level.
• You have a strong attention to detail.
• Strong written and verbal English skills are critical. Internally, English is our designated language for team communication, and our customers primarily communicate with us in English. Speaking other languages is an asset.
• You work remotely and can be located anywhere in the US, Canada, or the UK. Your hours will align closest to GMT working hours.
• You possess a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.

What You’ll Be Doing:

Glossary Development (70%)

• Solicit and receive program materials from customers.
• Prepare materials for processing.
• Process materials using our suite of glossary development tools.
• Review and validate processed glossaries, including via human and machine testing.
• Provide technical and consultative support to our customers.
• Guide customers on best practices when using Wordly.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.

Frontline Support (30%)

• Triage inbound support requests.
• Use internal and public-facing knowledge bases to provide timely and accurate answers to support requests.
• Assist the Sales team with data requests.

As Wordly is growing rapidly, applicants may be retained and evaluated for additional open positions.