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Customer Success Guide

Posted on: Oct 12, 2026

Northern Base
Milford, Ohio
Onsite
Full-time

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Job Title :

Customer Success Guide

Job Type :

Full-Time

Job Location :

Milford Ohio United States

Remote :

Job Description :

Role: Customer Success Guide
Job Location: Milford, OH
Job Type: Full Time

Job Description

Must Have Technical/Functional Skills

Certified System Administrator (CSA)

ITIL Foundation Certification

Customer Success, IT service management, or SaaS related certifications are an advantage

Roles & Responsibilities

Serve as the first point of contact for customer inquiries across voice, chat, and email channels.

Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Deliver a professional, empathetic, and consistent experience across all customer interactions.

Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.

Identify opportunities to improve customer satisfaction, retention, and product usage.

Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.

Participate in consultative conversations aligned to customer goals and outcomes.

Accurately document all customer interactions and actions in the case management system.

Ensure follow ups and case closures are completed within defined service level timelines.

Adhere to quality standards, security requirements, and operational processes.

Strong customer centric mindset with high ownership

Excellent verbal and written communication skills

Ability to simplify technical information for non technical audiences

Structured problem solving and analytical thinking

Empathy, professionalism, and resilience in high volume environments

Attention to detail and process discipline

English: CEFR B2 or higher (mandatory); C1 preferred

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Position Details

Posted:

Oct 12, 2026

Reference Number:

1968-42103

Employment:

Full-time

City:

Milford

Job Origin:

CIEPAL_ORGANIC_FEED

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