Customer Success Associate

About the job

Join Wordly's fast growing global team! Worldly is seeking a Customer Success Associate to help our customers achieve success by turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, you will receive a variety of materials which you will prepare and process using our suite of glossary development tools. You will also seek additional resources to complement and enhance their material. Success for you means helping our clients deliver flawless events!

Why join Wordly?

• We are an energetic and dynamic startup growing fast in a hot market.
• We have a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• We deeply care about system performance and happy customers.
• We are a team of industry veterans and senior tech pros who prioritize performance and ease of use over anything else.
• We embrace remote work and a great work-life balance.

Who you are:

• You’re a recent graduate looking to get started in AI and the tech industry
• You’re used to working with data from a variety of resources
• You have a strong understanding of databases and working with large amounts of data
• You’re an expert researcher
• You’re a self-starter who always looks to take your work to the next level
• You’re eagle-eyed and have a strong attention to detail
• Strong English skills both written and verbal are critical to success. Internally, English is our designated language for team communication and our customers primarily communicate with us in English too. Speaking other languages is an asset (we are an interpretation company, after all!)
• We work remotely. You can be located anywhere in the US or Canada. You will be working APAC hours.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.

But most of all: You’re excited about joining a team that works hard and cares about delivering awesome results!

What you’ll be doing: Glossary Development (70%)

• Solicit and receive program materials from customers
• Prepare materials for processing
• Process materials using our suite of glossary development tools
• Review and validate processed glossaries, including via human and machine testing
• Provide technical and consultative support to our customers
• Guide customers on best practices when using Wordly
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.

Frontline Support (30%)

• Triage inbound support requests
• Use internal and public-facing knowledge bases to provide timely and accurate answers to support requests
• Assist the Sales team with data requests

Note that everyone (even the CEO!) takes a turn being our first line of support. This means

• Answering emails and chats for some of our customers
• Investigation and troubleshooting of situations from customers
• Answering our 24/7 emergency line on a rotating basis