Headquarters: Edinburgh, Scotland
URL: https://www.subbly.co/
Buyer Success Consultant (CSR)
Mid senior
Full time, 40 hours per week
Versatile availability throughout US time zones (EST, CST, PST) together with weekends
Stories to: Head of Service provider Success
Job description
We’re in search of a Buyer Success Consultant with sturdy technical abilities and prior fingers on expertise utilizing AI tooling and vibe coding as a part of their each day workflow. The perfect candidate is comfy working with AI powered builders, troubleshooting technical points, and supporting retailers in constructing and refining their web sites. Expertise and a strong understanding of the subscription commerce panorama and ecommerce platforms is a powerful plus. This can be a absolutely distant, full time position requiring flexibility throughout US time zones and occasional weekend availability.
Job objective
As a Buyer Success Consultant you play a important position in supporting Subbly retailers in efficiently operating and rising their companies whereas contributing to adoption and efficient use of Subbly’s AI Web site Builder. You present immediate, pleasant, and efficient help throughout chat and e mail by way of Intercom, reside calls by way of Zoom, and neighborhood channels resembling Slack and Fb.
You’re employed fingers on with retailers contained in the AI Web site Builder, serving to them form, refine, and troubleshoot their web site builds. You additionally act as a bridge between retailers and Subbly’s product and engineering groups by advocating for buyer wants, figuring out recurring patterns, and surfacing actionable insights primarily based on actual world utilization.
Duties and tasks
- Act as first responder to inbound inquiries from retailers, clients, companions, and leads throughout all channels together with Intercom, Slack, and Fb
- Present fingers on help contained in the AI Web site Builder together with tailoring prompts, debugging layouts, and helping retailers in reaching top quality web site outputs
- Preserve deep understanding of Subbly’s ecosystem together with AI tooling, aggressive positioning, platform limitations, and finest follow workarounds
- Reasonable and have interaction in Slack and Fb communities with a powerful concentrate on training, tone, and vibe primarily based engagement
- Motion inbound requests associated to billing, product training, characteristic use instances, and technical troubleshooting
- Escalate technical errors, chargeback threats, irate clients, and undocumented edge instances with acceptable urgency
- Doc options to FAQs, platform workflows, AI Web site Builder directions, and technical limitations by way of assist articles and tutorial movies
- Draft service provider going through communications together with characteristic bulletins, onboarding flows, and technical problem updates
- Collaborate with cross useful groups by documenting and escalating characteristic requests, integration wants, and product enhancements
Vibe coding and AI tooling expertise (plus)
- Expertise with AI assisted constructing instruments resembling Lovable, Bolt, Replit, or Base44
- Familiarity with AI pushed web site or UI technology platforms resembling Vercel v0, Builder.io AI, Framer AI, Wix ADI, or related instruments
- Potential to iterate on AI outputs, enhance immediate high quality, and information retailers towards finest practices when utilizing AI powered builders
Accountabilities
- Service provider satisfaction and long run retention
- AI Web site Builder adoption and construct high quality outcomes
- Service provider onboarding success price
- Neighborhood engagement and training high quality
Key metrics
- Buyer happiness scores in Intercom
- First response and determination occasions
- AI Web site Builder utilization and adoption price
- Churn price
- Trial to paid conversion price influenced by Buyer Success engagement
Key stakeholders
- Subbly retailers
- Head of Service provider Success
- Product staff
- Engineering staff
{Qualifications} and abilities
- At the very least 2 years of confirmed expertise in SaaS buyer help, buyer success, technical help, or account administration roles
- Proficiency with AI tooling used every day, together with OpenAI fashions, Anthropic fashions, and comparable AI platforms
- Expertise with ecommerce or subscription platforms resembling Shopify, Magento, BigCommerce, Squarespace, Wix, WooCommerce, Etsy, or WordPress
- Robust understanding of ecommerce finest practices
- Glorious written and verbal communication abilities in English, further languages resembling French or Spanish are a plus
- Expertise with Intercom, Slack, Zoom, Loom, Asana, and Google Workspace
- Inventive drawback solver with sturdy consideration to element
- Potential to work versatile hours throughout EST, CST, and PST time zones together with weekends when mandatory
Tips on how to apply
Should you suppose you’re the fitting particular person for this position, please apply right here. Our staff will evaluate all functions and can contact solely those that finest match what we’re in search of.
To use: https://weworkremotely.com/remote-jobs/subbly-customer-success-representative
