My Centre Office (MyCo) is a UK-based SaaS platform supporting SMEs, coaches, consultants, event planners, and alumni organizations. The Customer Success Specialist will act as the primary point of contact for customers, ensuring satisfaction, onboarding, support, and retention while working closely with the CEO and a small, focused team.
Respond to customer inquiries via live chat, email, and helpdesk
Investigate and resolve customer issues promptly
Deliver user training sessions and product demos
Escalate technical issues to development team as needed
Maintain knowledge base including FAQs and help articles
Conduct account check-ins, service reviews, and onboarding follow-ups
Draft and distribute customer newsletters
Monitor invoices, outstanding payments, and handle escalations
Test new features and provide product feedback
Build and maintain strong customer relationships to drive retention and growth
Submit weekly reports on customer interactions and key issues
Previous experience in customer service or customer success
Excellent written and verbal communication skills in UK English
Ability to explain technical concepts to non-technical users
Strong problem-solving skills and attention to detail
Comfortable working independently and managing workload
Full-time availability
Bonus Skills:
Experience with SaaS products or CRM systems
Knowledge of small business operations (invoicing, client management)
Technical aptitude for learning new software quickly
Experience writing customer-facing content
None
Flexible remote work
Alternating shift patterns to balance workload
Opportunity for real ownership and impact
Learning opportunities and mentorship from CEO
Supportive and collaborative team culture
Complete your application on the company's website