Customer Success Representative - job 1 of 2

As a Customer Success Representative at Freed, you'll be responsible for efficiently managing incoming support tickets, addressing customer inquiries, and ensuring timely issue resolution. You'll work in collaboration with cross-functional teams to resolve complex problems, and your proactive approach will help identify trends in customer inquiries to enhance our product quality.

To be a successful Customer Success Representative at Freed, you should ideally hold a Bachelor's degree in Business Administration or Communications. Previous experience in a customer-facing role is preferred, along with excellent communication skills and a detail-oriented mindset. Proficiency in customer support software and CRM systems will set you up for success in this role.

At Freed, the Customer Success Representative plays a pivotal role in enhancing user experience by educating customers about product features and best practices. By addressing customer concerns promptly and accurately, you help drive adoption and satisfaction, ensuring that clinicians feel supported in their journey.

Freed fosters a collaborative, asynchronous remote-first environment. This allows our Customer Success Representatives the flexibility to thrive while focusing on delivering exceptional service to our customers, making it an ideal workplace for those looking to make an impact.

Working as a Customer Success Representative at Freed means enjoying competitive salaries, equity in a high-growth company, and comprehensive medical and dental benefits. Plus, you’ll appreciate our unlimited PTO policy and exciting company-sponsored annual retreats, all of which contribute to a fulfilling work-life balance.

When answering this question, highlight the specific tools you've used in previous roles. Discuss your familiarity with tracking customer interactions and how you've used these tools to improve response times and customer satisfaction.

Explain your approach to assessing urgency and impact on customer satisfaction. Share specific examples where you had to make decisions on prioritization, showing your ability to manage time effectively.

Share a specific case where you successfully resolved a customer's issue. Detail the steps you took, how you communicated with the customer, and how it led to a positive outcome.

Highlight the importance of active listening, effective communication, and empathy. Discuss how these elements contribute to understanding customer needs and providing tailored solutions.

Discuss the methods you would use to explain features clearly, such as creating straightforward guides, hosting Q&A sessions, or using interactive demos. Focus on making the process engaging and informative.

Describe your approach to remaining calm and professional, listening carefully, and addressing their concerns thoughtfully. Share an example of a challenging situation and how you managed to resolve it positively.

Discuss the importance of customer feedback in shaping product features and improvements. Explain how you would gather insights from customers to relay to the product development team.

Share personal strategies that work for you, such as setting daily goals, celebrating small wins, and continuously seeking improvement. Emphasize your adaptability and passion for customer success.

Discuss your commitment to ongoing learning, whether through product training, documentation, or collaboration with product teams. Highlight your proactive approach to staying informed.

Reflect on Freed’s mission of enhancing clinician satisfaction and how that resonates with you. Discuss how your skills and values align with the company and your eagerness to contribute meaningfully.