Job Description:

As a Customer Success Specialist at Horatio, you will support the successful onboarding and ongoing support of clients throughout their first 90 days (standard accounts) or up to 180 days (strategic/enterprise accounts). You will ensure clients have a smooth experience by handling onboarding tasks, optimizing CRM workflows, creating macros and tags, coordinating with internal departments, and maintaining high-quality client support.

Responsibilities:

Client Onboarding & Support:

• Assist with client training by acting as a moderator—keeping sessions engaging, asking clarifying questions, ensuring associates are attentive, and supporting full understanding of client processes and tools.
• Create and maintain SOPs, playbooks, and training materials for internal teams and clients.
• Audit tickets handled by associates to ensure they meet quality standards and process requirements.
• Monitor team performance to ensure we consistently meet client expectations.
• Ensure the client onboarding process is smooth, coordinated, and aligned with project timelines.
• Serve as the primary communicator to flag concerns, address issues, and maintain successful client partnerships with CS leadership.
• Provide recommendations on ticketing platforms and workflows, including optimization of macros, tags, views, and rules to improve efficiency.
• Coordinate with internal departments to ensure alignment and support from onboarding through ongoing operations.
• Contribute to strategic initiatives, projects, and presentations that drive client and team success.
• Interpret data and SLA performance indicators to identify patterns and areas for improvement in agent performance. 

Quality & Process Execution:

• Completes all client support tasks accurately, efficiently, and to the highest quality standards.

• Stay informed on product updates, CRM changes, and client workflows to ensure readiness.

Skills/Experience:

• Language Skills: Advanced/Fluent English.
• Education: Bachelor’s degree in Business Administration, Communications, Marketing, Public Relations, or a related field.
• Experience: 1+ years in a customer-facing or CX operations role, ideally in a BPO or SaaS environment. Previous experience as a CS Specialist at Horatio is strongly preferred.
• Tools: Proficient in Google Workspace (Sheets, Docs), and CRM platforms such as Gorgias, Zendesk, or Salesforce.
• Skills:
  • Strong organizational and time management abilities.
  • Able to manage multiple priorities while supporting team members.
  • Excellent written and verbal communication skills.
  • An analytical mindset with the ability to identify trends and troubleshoot issues effectively.
  • Comfortable giving and receiving feedback to support team growth.
  • High level of accountability and self-direction.