Customer Success Associate (Contract, Part-Time, Remote)

Customer Success Associate (Contract, Part-Time, Remote)

About Huckleberry

Huckleberry's purpose is simple yet powerful: to build life-changing products and experiences that help all families unlock everyday magic. Today, more than 5 million families trust Huckleberry and our app to be their partner through parenthood. Real pediatric expertise works hand-in-hand with data science, AI, and behavioral science to provide support behind-the-scenes that guides every parent through their unique journey. We believe every family should feel taken care of—which is why we’re growing quickly and expanding our product offerings to help every family thrive.

About the role

We are looking for a Customer Success Associate to join our growing team. As a Customer Success Associate, you will be critical to executing our mission of enabling every family to thrive by enabling our customers and their families to get the maximum benefit from our apps. You’ll work directly with customers via Zendesk and Jira to resolve any issues that may arise for our customers. There will be times when you can diagnose and solve problems yourself for customers and other times you will need to raise an issue to the relevant internal teams (e.g. Software Engineering) to find a solution whilst keeping the customer fully informed as to the status of their issue. As one of the first people that our customers will interact with, you’ll be creating a great experience for our customers and ensuring that their queries are resolved effectively and efficiently. This is a fully remote, 12-month, part-time (15 hours per week), 1099 contract position. You'll work your 15 hours per week spread across each weekday (Monday - Friday) with flexibility on when you work each day.

Areas of Responsibility

• Respond to customer inquiries in a timely, empathetic, and accurate manner, with a strong focus on resolving issues on first contact
• Troubleshoot login issues, account access problems, subscription questions, and app functionality concerns
• Investigate reported issues by reviewing user data, account history, and internal tools to determine root cause
• Use internal portals and admin tools to update account settings, correct user information, and resolve billing-related issues
• Clearly explain app functionality, limitations, and workarounds in a way that is easy for non-technical users to understand
• Identify when an issue cannot be resolved immediately and escalate appropriately, providing clear documentation and context to the next team
• Follow up with customers