Customer Success Specialist

Job Description

Job Summary

The Customer Success Specialist (CSS) plays a pivotal role in building strong, trust-based relationships between Cluey Learning and its customers. This role goes beyond resolving enquiries — it is about uncovering the core issues impacting the customer experience, providing meaningful solutions, and ensuring customers feel supported and valued throughout their journey with Cluey Learning.

Reporting to the Head of Customer Success, the CSS is expected to work autonomously as part of the wider Customer Success team, demonstrating ownership and accountability in managing customer relationships. By consistently providing proactive support, offering process feedback, and establishing rapport, the CSS directly contributes to improved customer satisfaction, retention, and long-term business growth.

Key Duties and Responsibilities

Serve as the primary point of contact for customers, providing support via phone, email, and chat, ensuring all enquiries are resolved with professionalism, care, and timeliness.

Apply discovery techniques to identify the underlying cause of customer challenges, resolving issues at their core rather than applying short-term fixes.

Take ownership of the customer relationship, establishing rapport, building trust, and ensuring a positive experience that drives retention and loyalty.

Oversee bookings, including scheduling, rescheduling, cancellations, and updates.

Maintain detailed and accurate records of all interactions, ensuring notes, escalations, and follow-ups are logged in Salesforce in line with Cluey Learning standards.

Educate customers on how to best use the Cluey Hub, highlighting self-service tools and features that enhance their experience.

Collaborate with the Customer Success Team by providing regular feedback on recurring customer pain points, process improvements, and opportunities to enhance the customer journey.

Handle escalations and provide solutions to complex or sensitive customer issues with empathy and professionalism.

Requirements

Requirements :

Strong problem-solving ability with a focus on root-cause analysis.

Excellent interpersonal skills, with the ability to establish rapport and build trust quickly.

High degree of autonomy and accountability in managing customer relationships.

Strong written and verbal communication skills.

Ability to navigate complex customer enquiries whilst consistently demonstrating Cluey Learning’s values.

A continuous improvement mindset, with the confidence to provide constructive feedback on internal processes.

Benefits

Benefits

Great Place to Work-Certified company

Premium HMO coverage

Holistic employee experience programs

Work-from-home and hybrid work setup

Rewards and performance incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Requirements

Key Requirements : Strong problem-solving skills with a proactive and solution-oriented mindset. Previous experience with coding education platforms, especially block-based (e.g., Scratch-like) or JavaScript-based environments. Experience with Cluey’s Code Camp World is not required, but familiarity with similar platforms is preferred. Basic understanding of HTML, CSS, and JavaScript is desirable but not essential. Excellent written and verbal communication skills, with the ability to interact clearly and effectively with students and instructors. Strong attention to detail and accuracy when diagnosing issues or providing instructions. Comfort with documentation tasks, including updating internal FAQs and guides in a clear and concise manner. Familiarity with educational content, lesson plans, or digital learning resources is a plus. Preferred Qualifications (Nice to Have) : Experience with team collaboration and support tools such as Slack, LiveChat, or similar platforms. Familiarity with Markdown writing and basic understanding of version control systems (e.g., Git). Proficiency in Google Sheets or Microsoft Excel for tracking, reporting, and data management.