Customer Success Specialist II

Role Overview
We're looking for a Customer Success Specialist II who is fluent in English to join our fast-growing global teams for Quillbot. This is a high-impact, customer-facing role supporting our international user base across voice, email, and chat. You'll be the face of QuillBot for many of our users, helping them get the most out of our AI-powered writing tools, resolving issues with empathy, and turning feedback into action.

Responsibilities

• Handle customer inquiries and complaints, providing timely and effective resolutions to ensure customer satisfaction for QuillBot.
• Build strong relationships with customers through honest and clear communication.
• Deliver exceptional customer service by addressing concerns with empathy and professionalism.
• Identify opportunities to convert free users into paid customers through upselling strategies and retaining the existing premium users.
• Collaborate with internal teams to resolve customer issues efficiently.
• Keep customers informed about new products, features, and services.
• Follow up with customers to ensure their concerns are fully addressed.
• Understand customer needs and provide personalized solutions to enhance their experience.
• Engage with and manage community platforms such as Discord, app stores, Play Store, and Trustpilot to promote products and gather user feedback.

Qualifications

• 3+ years of experience in a SaaS-based product company with hands-on customer support experience (preferably in international voice, email, or chat support).
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with the ability to handle multiple tasks efficiently.
• Proven experience in B2B / team plan customer support, with the ability to manage complex, multi-user accounts and provide tailored solutions for business clients.
• Outbound customer engagement experience is a plus, including proactive outreach to users for feedback, retention, and upselling purposes.
• Experience with CRM tools like Zendesk is a plus.
• Prior experience managing community platforms to engage users and promote products is a plus.
• Basic understanding of AI language models and general technical know-how is preferred.
• Familiarity with basic troubleshooting for Mac and Windows platforms to assist customers with common technical issues.
• Detail-oriented, proactive, and eager to learn.
• Open to working night shifts and weekends, with scheduled week-offs.
• Open to working across voice, email, and chat support channels.

Benefits & Perks

• Competitive salary and annual bonus
• Medical coverage
• Life and accidental insurance
• Vacation & leaves of absence (menstrual, flexible, special, and more!)
• Developmental opportunities through education & developmental reimbursements & professional workshops
• Maternity & parental leave
• Hybrid & remote model with flexible working hours
• On-site & remote company events throughout the year
• Tech & WFH stipends & new hire allowances
• Employee referral program
• Premium access to QuillBot

• Benefits and benefit amounts differ by region. A comprehensive list applicable to your region will be provided in your interview process.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!

This role is eligible for hire in India.

We are a virtual-first company and have employees dispersed throughout the United States, Canada, Germany, Netherlands, and India. We have a market-based pay structure that varies by location. The base pay for this position is dependent on multiple factors, including candidate experience and expertise, and may vary from the amounts listed below. You may also be eligible to participate in our bonus program and may be offered an equity award, benefits, and other types of compensation.

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