Customer Success Associate

Creoate is building products and solutions in unconventional ways so that more entrepreneurs and small businesses owners can better run their businesses. 🚀

We help independent retailers buy sustainable and unique products from brands and wholesalers on a centralised platform, using artificial intelligence and predictive analytics to improve retailer forecast sales, manage inventory levels and get sustainable finance. 🙌

All we do is aimed at delivering more choice, better pricing, and more efficient logistics at a global scale for our customers. Our mission has been extensively covered in TechCrunch and Sifted (hottest investments shortlist), and we are led by a world-class team who have worked at or invested in high-growth cultures including Farfetch, Amazon, Vinted, Lyst, Groupon, and Deloitte.

We're currently a team of 45 strong, and growing fast across 7 different countries with hubs in the UK (London), Canada (Toronto) and Portugal (Lisbon). Having support from world-class VCs who have invested in Airbnb, Slack, Square, Checkout, and Job&Talent also means that we are now ready to meet ambitious leaders to help us shape the future.

About the role

We are searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Customer Success Associate who will roll up their sleeves and advocate for customers from inside the trenches. You will help us drive our company's customer success strategies, build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you will be curious about technology and how we can use it to improve efficiencies and customer experience.

Customer Success Associate is a core part of our growth strategy, building long-term customer relationships and acting as an internal advocate and client liaison. You will be a positive people person, tech-savvy and a problem solver with excellent time management skills.


Your responsibilities

• Customer Interaction: Respond promptly to customer inquiries via phone, email, live chat, and social media, ensuring each interaction is positive and solution-oriented.
• Issue Resolution: Identify and troubleshoot customer issues, providing appropriate solutions within the target metrics. Escalate complex issues to senior team members or departments when necessary.
• Product Knowledge: Develop a deep understanding of our products and services to effectively communicate features, benefits, and answer detailed questions.
• Documentation: Maintain accurate records of customer interactions and transactions, documenting issues, actions taken, and outcomes in our CRM system.
• Feedback Collection: Gather customer feedback on products and services to identify trends, recommend improvements, and contribute to the continuous improvement of our customer experience.
• Proactive Support: Participate in outbound initiatives, such as follow-ups or surveys, to enhance customer relationships and satisfaction.
• Team Collaboration: Work closely with other departments, such as Sales, Marketing, and Product, to resolve customer concerns and contribute to a seamless customer experience.

About you

• 2+ years working in customer support or customer success in a fast-paced startup
• Communication Skills: Strong verbal and written communication skills, with an ability to simplify complex issues and empathize with customers
• Technical Proficiency: Comfortable using CRM systems - Hubspot and able to quickly learn new softwares
• Problem-Solving Skills: Ability to troubleshoot, think critically, and adapt quickly to resolve issues
• Customer Focused: Passionate about helping people and improving customer satisfaction
• Growth mindset - you embrace challenges and are resilient in the face of setbacks, learning, and pushing ahead
• Organization: Excellent time-management skills with the ability to handle multiple tasks simultaneously
• Adaptability: Comfortable working in a dynamic, rapidly changing environment
• Strong fit with our values: Think Big, Restless, Ownership, Trust, and Teamwork