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 · 20 questions · 3 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn Profile URL
Short answers (5)
- Current Monthly Salary/Compensation (USD)
- Expected Monthly Salary/Compensation (USD)
- Current Location (City, Country)
- Who referred you to this position? Enter their first and last name here. optional
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- What is your current availability to start? optional
- What experience level do you have for this position? optional
- How did you hear about this job? optional
- Have you worked for Wing Assistant before?
- . Are you available to work during the US timezone required for this position?
- Wing Assistants are enrolled in a screen monitoring program for Quality Assurance purposes. Are you okay with this arrangement?
- Are you open to helping clients with standard virtual assistant/admin tasks in addition to the specialized tasks associated with this role?
- Would you be willing to make phone calls on behalf of the client, as needed, if required?
- Are you willing to take on additional responsibilities and allow your role to evolve based on your skillset, previous experience, and the needs of the client to ensure a successful working relationship?
- Which industries have you worked in? (Select all that apply.) 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 (3)
- Desired salary per month (in your local currency):
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- What is your notice period or earliest available start date? optional