Role Description Sequencing.com is seeking a Customer Success Specialist to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment. - Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X. - Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency. - Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions. - Monitor and manage customer issues through resolution, escalating complex matters when needed. - Maintain accurate records of customer interactions and follow up to ensure a strong customer experience. - Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes. - Contribute to customer support documentation, including customer education content and how to guides. - Identify trends in customer feedback and share insights that help improve the overall customer experience. Qualifications - 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services. - Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues. - Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills. - Experience troubleshooting customer, order, and technical issues across e-commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards. - Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows. - Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de-escalation strategies, and navigating internal resources to find solutions. - Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based environment. - Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.

• Serve as the primary strategic partner for enterprise customers, leading value realization conversations and aligning on long-term success goals • Build strong, multi-threaded relationships with key stakeholders through consistent communication • Drive platform adoption and usage by analyzing customer engagement data, identifying risk and opportunity • Lead regular strategic business reviews, success planning sessions, and roadmap discussions aligned with the customer’s marketing and business objectives • Collaborate with Implementation and Services teams to ensure successful onboarding, adoption ramp, and education at scale • Partner with Product Support to route technical questions and product-related issues for efficient resolution • Collaborate with Strategic Insights Team to deliver custom insights when customers require data analysis beyond platform capabilities • Work closely with Account Executives to develop and maintain joint account plans that identify customer goals, areas of risk, and expansion opportunities • Act as the customer’s internal advocate, channeling product feedback and trends into the organization to inform roadmap decisions and customer experience improvements • Maintain account documentation including success plans, meeting notes, risk flags, and adoption data to support consistent and proactive management

• Serve as the primary strategic partner for enterprise customers, leading value realization conversations and aligning on long-term success goals. • Build strong, multi-threaded relationships with key stakeholders through consistent communication, including periodic in-person meetings and strategic onsite engagements. • Drive platform adoption and usage by analyzing customer engagement data, identifying risk and opportunity, and helping customers unlock the value of CreatorIQ’s self-service tools. • Lead regular strategic business reviews, success planning sessions, and roadmap discussions aligned with the customer’s marketing and business objectives. • Collaborate with Implementation and Services teams to ensure successful onboarding, adoption ramp, and education at scale. • Partner with Product Support to route technical questions and product-related issues for efficient resolution. • Collaborate with Strategic Insights Team to deliver custom insights when customers require data analysis beyond platform capabilities. • Work closely with Account Executives to develop and maintain joint account plans that identify customer goals, areas of risk, and expansion opportunities. • Act as the customer’s internal advocate, channeling product feedback and trends into the organization to inform roadmap decisions and customer experience improvements. • Maintain account documentation including success plans, meeting notes, risk flags, and adoption data to support consistent and proactive management.

• Du unterstützt bei Kundenprojekten sowie bei Account-Einrichtung, Abrechnungsthemen, technischen Anpassungen und der Erstellung von Kampagnen, Reportings und Dokumentationen • Du hast die Möglichkeit mit moderner KI zu arbeiten und Automatismen für Kunden zu bauen oder diese zu supporten • Nach entsprechender Einarbeitung beantwortest Du auch direkt eingehende Kundenanfragen, hilfst ihnen bei Problemen und berätst sie zur optimalen Nutzung unserer Event Management Software • Du arbeitest eng mit unserem Product Consulting Team zusammen und unterstützt bei der Betreuung von Kundenprojekten • Du hilfst außerdem bei der Erstellung von monatlichen Auszahlungsdokumenten