Customer Success Agent (English-Speaking)
类别：客户服务地点：客户成功代理 这是一个远程职位。工作说明 Rayyan Systems, Inc.正在寻找一个客户成功经纪人加入我们的不断增长的团队。理想的候选人将热衷于赋予用户权力，简化支持体验和为我们客户成功功能奠定基础做贡献。这个角色将通过登录，支持门票，培训网络研讨会以及持续实现价值来支持客户，重视效率和知识共享。关于 Rayyan 雷扬是一个 SaaS 研究合作平台，具有人工智能辅助的工作台来帮助加速从研究论文中搜索，提取和合成相关信息的过程，以提供基于证据的决策信息，包括基于证据的大药。工作地点：Rayyan Systems, Inc.总部位于美国马萨诸塞州剑桥。该工作是远程的。关键责任 ·通过 Zendesk 响应客户的询问 - 引导客户进行登录，确保他们的成功 - 为用户做好升级，更新和功能采用里程碑准备 - 创建并维护知识基础文章 - 主持网络研讨会和培训会议以支持用户启动 - 识别和实施 AI/自动化工具来简化支持工作流程 - 监测客户健康，参与性以及主动解决挑战 - 收集用户反并与产品和工程合作 - 帮助建立客户成功功能和内部播放书资格 · 英语流利 - 2年以上客户成功，支持或 SaaS 职位 - 熟悉 Zendesk 或类似的支持平台 - 使用 CRM 工具的经验 （Zoho CRM 是优点）- 主办和促进网络研讨会或在线培训的能力 - 对客户教育和生命周期参与的热情 - 强有力的文档和知识共享思维方式 - 以过程为导向的识别以及自动化驱动力 - 一个合作团队成员希望帮助改善客户体验技能 · 英语流利 - 泽德斯克，CRM （Zoho CRM 优先）- 网络研讨会工具 - Microsoft Office 365 - 能够快速采用新工具和基于 AI 的支持系统 - 在其他语言中流利和素养。为什么加入 Rayyan.ai? · 努力制定有意义的产品，影响全球研究 - 加入一个以使命驱动和全球分布的团队 - 帮助塑造客户成功体验 - 灵活性
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Category: Customer Service
Location:
Customer Success Agent
This is a remote position.
Job Description
Rayyan Systems, Inc. is seeking a Customer Success Agent to join our growing team. The ideal candidate will be passionate about empowering users, streamlining support experiences, and contributing to the foundation of our Customer Success function. This role will support customers through onboarding, support tickets, training webinars, and ongoing value realization, with a strong emphasis on efficiency and knowledge-sharing.
About Rayyan
Rayyan is a SaaS research collaboration platform, featuring an AI-assisted workbench to help accelerate the process of searching, extracting, and synthesizing relevant information from research papers to inform evidence-based decision-making, including evidence-based medicine.
Job Location: Rayyan Systems, Inc. is headquartered in Cambridge, Massachusetts, United States. The job is remote.
Key Responsibilities
- Respond to customer inquiries via Zendesk - Guide customers through onboarding journeys and ensure their success - Prepare users for upgrades, renewals, and feature adoption milestones - Create and maintain knowledge base articles - Host webinars and training sessions to support user enablement - Identify and implement AI/automation tools to streamline support workflows - Monitor customer health, engagement, and proactively address challenges - Gather user feedback and collaborate with Product and Engineering - Contribute to building the Customer Success function and internal playbooks
Qualifications
- Fluency in English - 2+ years in Customer Success, Support, or SaaS roles - Familiarity with Zendesk or similar support platforms - Experience using CRM tools (Zoho CRM is a plus) - Ability to host and facilitate webinars or online training - Passion for customer education and lifecycle engagement - Strong documentation and knowledge-sharing mindset - Process-oriented with a drive to identify improvements and automation - A collaborative team player with a desire to help improve the customer experience
Skills
- Fluency in English - Zendesk, CRM (Zoho CRM preferred) - Webinar tools - Microsoft Office 365 - Ability to adopt new tools quickly and AI-based support systems - Fluency and literacy in additional languages a plus.
Why Join Rayyan.ai?
- Work on a meaningful product that impacts global research - Join a mission-driven and globally distributed team - Help shape the Customer Success experience - Flexible working hours and fully remote work culture - Reimbursement toward health/fitness expenses - Learning and development reimbursement benefit
Rayyan Systems is an equal opportunity employer.
DetailsOriginally posted on Himalayas