WHO WE ARE

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

WHO YOU ARE

We are seeking a proactive and customer-oriented Customer Success Specialist to join our team. As a Customer Success Specialist, you will be responsible for ensuring our customers achieve success with our product/service by providing exceptional support and guidance. You’ll work closely with our customers to understand their needs, address any challenges, and help them derive maximum value from our offerings.

QUALIFICATION:

-5+ year of experience in customer service or a customer-facing role.
-Strong communication skills, both written and verbal.
-Excellent problem-solving and conflict resolution abilities.
-Ability to work independently and as part of a team.
-Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
-A positive attitude, patience, and empathy toward customers.

DESIRED SKILLS:

-Bilingual (Portuguese and English).
-Experience in a Technology industry.
-Familiarity with customer service best practices.

-Act as the primary point of contact for assigned customers, building strong, lasting relationships.
-Provide tailored support to help customers achieve their business goals using our product/service.
-Monitor customer health scores and proactively engage with clients at risk of churn.
-Conduct regular check-ins to ensure customer satisfaction and uncover potential issues or opportunities for upsell.
-Collaborate with cross-functional teams (sales, product, and support) to ensure customers’ needs are met and feedback is communicated effectively.
-Analyze customer data and feedback to continuously improve the customer experience.
-Advocate for the customer within the company, ensuring their needs are prioritized in product development and service offerings