Customer Success Representative (CSR)
Company Description
Wing connects the world's best talent with winning teams, high-growth businesses, startups, executives, and enterprises that move fast and refuse to settle. We provide top-tier remote talent that takes ownership of the operational work weighing teams down, so leaders can focus on the strategic work that actually moves the business forward.
By embedding skilled, cost-effective operators into our clients' workflows, we help companies scale without the overhead, driving productivity, sharpening execution, and unlocking capacity at every level of the organization. We're digitizing talent and building a global workforce without borders.
About the Role
The Customer Success Representative (CSR) serves as the primary point of contact for customer inquiries, requests, and concerns. This role is responsible for delivering timely, accurate, and professional support while ensuring every customer receives a seamless experience throughout their journey with the company.
The CSR manages customer communications across multiple channels, resolves standard issues independently, coordinates with internal departments when necessary, and maintains accurate documentation of all interactions. The role focuses on responsiveness, issue resolution, customer satisfaction, and operational excellence.
What You'll Own
- Respond to customer inquiries through email, chat, phone, ticketing systems, and other communication channels.
- Provide prompt, professional, and solution-oriented customer support.
- Resolve customer concerns while maintaining a high level of empathy and ownership.
- Ensure all customer interactions meet established service level agreements (SLAs).
- Own assigned tickets from receipt through resolution.
- Accurately categorize, prioritize, and document customer issues.
- Escalate complex concerns to the appropriate internal teams when necessary.
- Monitor open cases and proactively follow up until resolution.
- Ensure customers receive regular status updates throughout the resolution process.
Qualifications
- Bachelor's degree preferred or equivalent work experience.
- 2+ years of experience in Customer Support, Customer Success, Client Services, or Account Coordination. Experience supporting B2B customers is preferred.
- Excellent English communication skills, both written and verbal.
- Comfortable working in a fast-paced, metrics-driven environment.
As published by lever · 11 questions · 2 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn Profile URL
Short answers (6)
- Current Monthly Salary/Compensation (USD)
- Expected Monthly Salary/Compensation (USD)
- Please record a 2–5 minute video or audio introducing yourself and highlighting your customer support experience. You may use WingIntro (https://www.wingintro.com/) or Loom (https://www.loom.com/) if WingIntro is unavailable. Ensure your recording is clear, completed in a quiet environment, and professionally presented. In your recording, please tell us what interested you in this role and why you want to join Wing, describe one significant improvement you made at a previous company that is relevant to this role, and share a difficult decision you had to make in a previous job, including the situation, your decision, and the outcome. Failure to submit this requirement may result in the disqualification of your application. Once completed, paste your WingIntro or Loom URL below.
- Desired Compensation
- Potential Start Date
- Current Location
Pick from a list (3)
- Have you held a formal Customer Support leadership role (e.g., Team Lead, Manager, Head of Customer Support))? optional
- How many years of experience do you have in Customer Support, Customer Success, Client Services, or Account Management? optional
- Which CRM or customer support platforms have you used? (Select all that apply.) optional
Written answers (2)
- What is your expected monthly salary? (Please specify your preferred currency.) optional
- What is your notice period or earliest available start date? optional