Part-Time Customer Success Associate

About Messari: Messari is a leading provider of crypto market intelligence products helping professionals navigate crypto/Web3 with confidence. We provide transparency and smarter analytics through a global research database and data visualization tools. We help individuals and institutions participate smarter in the crypto ecosystem.

The Role: We seek a highly motivated individual for a part-time contract position as a Customer Success Associate. You'll build strong relationships with subscribers, maintain product knowledge, and resolve issues.

What you'll do:

• Serve as the primary point of contact for customer product and subscription issues via email.
• Provide high-quality, timely, and accurate support by troubleshooting and escalating when needed.
• Prioritize tasks and manage time efficiently to address ~20 inbound queries daily.
• Maintain customer success documentation (FAQs, guides, videos, knowledge base).
• Manage customer accounts, track interactions, and keep records up-to-date.
• Stay updated on industry trends, competitive products, and customer needs.
• Partner with Sales to provide insights on customer health, product satisfaction, usage, and expansion opportunities.
• Categorize and summarize client feedback for Product development.

Who You Are:

• Bachelor's degree or equivalent experience preferred.
• Fast learner, self-starter, flexible, and capable of working in a demanding environment.
• Strong problem-solving skills, attention to detail, and ability to handle challenging customer interactions.
• Strong empathy for customers, anticipating needs and fostering confidence.
• Excellent communication and interpersonal skills focused on customer service.
• Ability to work independently and collaboratively.

Nice to Have:

• 0-2 years of experience in a SaaS-based customer organization.
• Familiarity with Salesforce CRM and Salesforce Service Cloud.
• Experience working for a growth-stage startup.
• Knowledge or interest in the crypto industry.
• Ability to analyze and report on large quantities of data.
• Confidence articulating and presenting complex problems.

Hourly Rate: $28 - $30/hr

What You'll Love About Messari: Competitive salary and stock options, 401(k), flexible time off, health, dental, and vision insurance, FSA, life insurance, disability coverage, parental leave, WeWork access, home workspace stipend, community events, learning & development, wellness perks.

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