Company Description
ImportGenius.com is a global leader in leveraging big data to provide actionable insights into the international trade industry. The company organizes vast amounts of shipping and customs data from government agencies and private firms to deliver valuable market intelligence. Clients use ImportGenius's user-friendly web application to track real-time shipping activities of competitors, suppliers, and industry participants in the import-export sector. Through cutting-edge data management technology, ImportGenius empowers businesses to make informed decisions in a dynamic global trade environment.
About the Role:
We are seeking a dedicated Customer Success Representative for a key role supporting our clients and enhancing their overall experience. As this is a dynamic environment with evolving workflows, it’s an exciting opportunity to grow alongside the team while helping shape client success processes.
In this role, you will guide clients in learning and navigating our platform, ensuring they feel confident using the system and getting the most value from it. You will also manage general administrative duties, respond to client inquiries, and provide timely, effective support to resolve issues.
You’ll play an important part in delivering a positive client experience by building strong relationships, proactively assisting with account needs, and ensuring smooth day-to-day operations. If you enjoy helping others, staying organized, and being part of a collaborative, growing team, we’d love to have you on board!
Duties and Responsibilities:
Client Support & Engagement
- Provide responsive, solution-oriented support via email, chat, and web/phone
- Address complex technical questions about our data platform with clarity and precision
- Diagnose and troubleshoot client issues with our international trade data tools
- Create and maintain detailed support tickets in Zoho Desk to track resolution progress
- Manage support queue efficiently to meet or exceed response time SLAs
- Resolving client complaints efficiently while improving processes to prevent future issues.
- Utilize Zoho CRM, Zoho Desk, and other tools to track customer interaction
Client Relationship Management
- Build relationships with clients based on trust and respect.
- Act as a client advocate with a focus on improving the client experience
- Perform client account onboarding, setup, feature activation, and other product administrative tasks
- Resolve complaints and prevent additional issues by improving processes
Knowledge Management
- Maintain a deep understanding of ImportGenius products, services, and the international trade industry
- Contribute to the knowledge base, including FAQs and tutorials, to enhance self-service options for clients
What We’re Looking For:
- Strong written and verbal communication skills
- At least 2 years experience in client support, after-sales service, or data analytics
- Ability to troubleshoot technical issues
- Problem solving mindset
- Willing to work on a US time schedule, Monday through Friday
- Proficiency with Zoho CRM, Zoho Desk, and familiarity with other client support systems.
- Excellent fluency in English.
- Analytical mindset with the ability to diagnose and resolve technical and operational issues.
- Experience in international trade, logistics, or a related industry is a plus.
Preferred Skills:
- Multilingual proficiency, especially in languages relevant to international trade markets.
- Familiarity with additional Zoho tools (e.g., Zoho Analytics) and other tools to track customer interactions
- Knowledge, or at least, familiarity with MySQL.
- Strong organizational and multitasking abilities.
