Customer Success Representative

vor 2 Wochen

Berlin, Deutschland saas.group Vollzeit

saas.group was founded in 2017 with a simple goal in mind: to help promising, profitable SaaS companies reach their full potential.

We are a fully remote, international team with colleagues in over 31 countries around the world. Our portfolio currently consists of 16 well-known SaaS startups and is continuously growing. We extended our team from 50 to 200+ people in the last 2 years through hiring and acquisitions.

This role is for our portfolio company**:ScraperAPI**

**About ScraperAPI**

At ScraperAPI, we're transforming the way data is accessed, making it accessible and usable for businesses in various sectors. From marketplaces gaining insights about competitors to SEO agencies accumulating search engine data for clients, our easy-to-use and reliable API fuels data-driven decision-making, enabling them to stay competitive and unlock new opportunities.

**Position Overview**

We're excited to expand our team with a Customer Success Representative who will play a crucial role in maintaining and strengthening our customer relationships. If you're customer-focused, enjoy problem-solving, and have a knack for making customers feel valued and satisfied, we want to talk to you

As a Customer Success Representative at ScraperAPI, you'll play a crucial role in optimising our clients' experiences with our service. You'll be working closely with our Sales, Product, and Engineering teams to facilitate new customer onboarding, troubleshoot and resolve complex issues, and deliver ongoing technical support. Your goal is to ensure our customers not only use our service but make the most of it. This role is perfect for a driven individual excited about joining a rapidly growing company and making a significant impact within the web scraping industry.

**About the Role**

The Customer Success Representative is a key role in ensuring the continued success and growth of ScraperAPI. The core responsibilities include:

- Replicating customer issues for comprehensive understanding and effective resolution.
- Collaborating with the sales team to ensure smooth onboarding for new customers and assisting them in understanding the technical aspects of our products.
- Engaging in high-level calls with premium customers as necessary.
- Identifying opportunities for customers to enhance the use of our API and providing technical guidance.
- Taking ownership of internal and external documentation, including updating the FAQ section and creating new articles based on customer feedback.
- Working on customer insights to shape our products, services, and customer interactions.

**What We Offer**
- Remote work: We're a 100% remote company. Work from anywhere, anytime.
- Autonomy and trust: We believe in giving our team the freedom to solve problems in their own unique way.
- Minimal bureaucracy: We value efficiency and maintain momentum by avoiding unnecessary meetings and red tape.
- Friendly and supportive team: We support each other, have fun, and promote a healthy work environment.
- Unlimited paid time off: We understand the importance of rest and relaxation for your overall productivity and creativity.
- International travel: Join us for team off sites twice a year. Our next destination is Barcelona
- An opportunity to make a real impact: We're a growing company with a product that customers rely on. Your work will directly influence our success.

**What You Bring to the Table**
- Minimum of 2 years in a technical customer success role, preferably in the SaaS industry.
- Outstanding customer service skills and a genuine desire to help customers succeed.
- Ability to work independently and take initiative.
- Excellent command of the English language, both written and spoken.
- Previous experience with customer support platforms (such as Zendesk, Zoho desk or similar).

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