Customer Success Representative

Customer Success Representative supporting merchants in building and refining websites using AI tooling, with a focus on ecommerce and subscription platforms.

Location: Remote (US)

Salary: $10k–$30k

Responsibilities

• Act as first responder to inbound inquiries from merchants, customers, partners, and leads across all channels including Intercom, Slack, and Facebook
• Provide hands on support inside the AI Website Builder including tailoring prompts, debugging layouts, and assisting merchants in achieving high quality website outputs
• Maintain deep understanding of Subbly’s ecosystem including AI tooling, competitive positioning, platform limitations, and best practice workarounds
• Moderate and engage in Slack and Facebook communities with a strong focus on education, tone, and vibe based engagement
• Action inbound requests related to billing, product education, feature use cases, and technical troubleshooting
• Escalate technical errors, chargeback threats, irate customers, and undocumented edge cases with appropriate urgency
• Document solutions to FAQs, platform workflows, AI Website Builder instructions, and technical limitations through help articles and tutorial videos
• Draft merchant facing communications including feature announcements, onboarding flows, and technical issue updates
• Collaborate with cross functional teams by documenting and escalating feature requests, integration needs, and product improvements

Requirements

• At least 2 years of proven experience in SaaS customer support, customer success, technical support, or account management roles
• Proficiency with AI tooling used on a daily basis, including OpenAI, Anthropic, Google models, and comparable AI platforms
• Experience with ecommerce or subscription platforms such as Shopify, Magento, BigCommerce, Squarespace, Wix, WooCommerce, Etsy, or WordPress
• Strong understanding of ecommerce best practices
• Excellent written and verbal communication skills in English, additional languages such as French or Spanish are a plus
• Experience with Intercom, Slack, Loom, Asana, and Google Workspace
• Creative problem solver with strong attention to detail
• Ability to work flexible hours across EST, CST, and PST time zones including weekends when necessary