Customer Success Representative

Subbly·Remote·Work From Anywhere·
0,000 - $30,000
Customer Success
Excel

WFA Digital Insight

The demand for skilled customer success representatives with expertise in AI tooling and ecommerce platforms has seen significant growth, with a 25% increase in job postings over the past year. Subbly's innovative approach to subscription commerce and AI-powered website building has positioned the company as a leader in the industry. With the rise of remote work, companies are looking for professionals who can effectively support customers and merchants across various time zones. As a candidate, it's essential to have a solid understanding of the subscription commerce landscape, AI tooling, and excellent communication skills. Before applying, consider how your skills and experience align with Subbly's unique approach to customer success.

Job Description

About the Role

The Customer Success Representative role at Subbly is a critical component of the company's mission to support merchants in successfully running and growing their businesses. As a key member of the team, you will be responsible for providing prompt, friendly, and effective support to merchants across various channels, including chat, email, live calls, and community channels. Your expertise in AI tooling and ecommerce platforms will enable you to troubleshoot technical issues, provide hands-on support, and advocate for customer needs.

The role reports to the Head of Merchant Success and requires flexibility across US time zones, including weekends. As a Customer Success Representative, you will be working closely with cross-functional teams, including product and engineering, to ensure that merchants receive the best possible support and that their needs are addressed.

The ideal candidate will have a strong understanding of the subscription commerce landscape, experience with AI-powered builders, and excellent communication skills. If you're passionate about delivering exceptional customer experiences and have a keen interest in AI tooling and ecommerce platforms, this role could be an exciting opportunity for you.

What You Will Do

  • Act as the first responder to inbound inquiries from merchants, customers, partners, and leads across all channels
  • Provide hands-on support inside the AI Website Builder, including tailoring prompts, debugging layouts, and assisting merchants in achieving high-quality website outputs
  • Maintain a deep understanding of Subbly's ecosystem, including AI tooling, competitive positioning, platform limitations, and best practice workarounds
  • Moderate and engage in Slack and Facebook communities with a strong focus on education, tone, and vibe-based engagement
  • Action inbound requests related to billing, product education, feature use cases, and technical troubleshooting
  • Escalate technical errors, chargeback threats, irate customers, and undocumented edge cases with appropriate urgency
  • Document solutions to FAQs, platform workflows, AI Website Builder instructions, and technical limitations through help articles and tutorial videos
  • Draft merchant-facing communications, including feature announcements, onboarding flows, and technical issue updates
  • Collaborate with cross-functional teams by documenting and escalating feature requests, integration needs, and product improvements

What We Are Looking For

  • At least 2 years of proven experience in SaaS customer support, customer success, technical support, or account management roles
  • Proficiency with AI tooling used on a daily basis, including OpenAI, Anthropic, Google models, and comparable AI platforms
  • Experience with ecommerce or subscription platforms, such as Shopify, WooCommerce, or similar tools
  • Strong understanding of the subscription commerce landscape and AI-powered website building
  • Excellent communication and problem-solving skills
  • Ability to iterate on AI outputs, improve prompt quality, and guide merchants toward best practices when using AI-powered builders
  • Proficiency in Excel and other productivity tools

Nice to Have

  • Experience with AI-assisted building tools, such as Lovable, Bolt, Replit, or Base44
  • Familiarity with AI-driven website or UI generation platforms, such as Vercel v0, Builder.io AI, Framer AI, Wix ADI, or similar tools
  • Knowledge of coding languages, such as HTML, CSS, or JavaScript
  • Experience with project management tools, such as Asana, Trello, or Jira

Benefits and Perks

  • Competitive salary range of
    0,000 - $30,000
  • Opportunity to work with a cutting-edge AI-powered website builder
  • Collaborative and dynamic work environment
  • Flexible working hours and remote work arrangements
  • Professional development and growth opportunities
  • Access to a comprehensive benefits package, including health insurance and retirement savings
  • Generous paid time off and holiday policy

How to Stand Out

  • tip: Showcase your experience with AI tooling and ecommerce platforms in your resume and cover letter to stand out from other candidates.
  • tip: Prepare examples of how you've successfully troubleshooted technical issues and provided excellent customer support in previous roles.
  • tip: Familiarize yourself with Subbly's AI Website Builder and ecommerce platform to demonstrate your knowledge and enthusiasm for the company's products.
  • tip: Emphasize your ability to work independently and as part of a remote team, and highlight your excellent communication and problem-solving skills.
  • tip: Be prepared to discuss your experience with data analysis and Excel, and how you've used these tools to drive customer success in previous roles.
  • tip: Research the company culture and values, and be prepared to discuss how your own values and work style align with those of Subbly.

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