Note: The job is a remote job and is open to candidates in USA. EasyLlama is transforming the HR compliance industry by reinventing outdated training solutions for the mobile-first generation. The Associate Customer Success Manager will manage inbound inquiries, resolve issues, and ensure a high-quality customer experience in a high-volume, systems-driven environment.
Responsibilities
- Own all inbound customer inquiries for the scaled segment (email, chat, support tickets)
- Respond quickly and effectively to:
- Product questions
- Basic troubleshooting
- Account and billing requests
- Process Upgrades
- Triage and escalate more complex issues to Support, Product, or Engineering
- Ensure nothing slips through the cracks across a high volume of requests
- Maintain clean, accurate data across CRM and support tools
- Identify patterns in inbound requests and drive improvements to:
- Help center content
- Macros and templates
- Automated workflows
- Partner cross-functionally to improve the efficiency and quality of the scaled customer experience
- Help build our scaled Customer Success motion
Skills
- 1–3 years in Customer Success, Support, or another customer-facing role
- Strong written communication — clear, concise, and friendly
- Highly organized with strong attention to detail
- Ability to manage high volume with speed and accuracy
- Systems-oriented — comfortable working within and improving structured processes
- Resourceful and proactive — you look for patterns and solve problems, not just respond to them
- Experience supporting a scaled or high-volume customer segment
- Familiarity with tools like HubSpot, Front, or similar
- Experience working in a SaaS environment
Benefits
- Flexible, fully remote environment
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
- PTO
- Annual wellness stipend
- Monthly team events
Company Overview
EasyLlama is an online platform specializing in workplace compliance, aiming to help organizations create safer, more compliant workplaces. It was founded in 2019, and is headquartered in Covina, California, USA, with a workforce of 51-200 employees. Its website is https://www.easyllama.com.