Customer Success Associate

About The Role

The Customer Success Associate will play a vital role in supporting and enhancing the experience of Bipsync's clients. This role is focused on providing day-to-day support, troubleshooting, and onboarding assistance. The Associate will interact with their colleagues and clients to address issues, guide them through using our platform, and support the broader Customer Success team with ongoing client projects. This role requires strong problem-solving skills, attention to detail, and a passion for customer service.

Responsibilities

Building strong business relationships:

• Promptly manage and respond to client inquiries through various channels, ensuring timely and effective communication.
• Conduct user training sessions to empower clients with the skills and knowledge to maximize Bipsync’s value.
• Proactively troubleshoot and resolve client issues, maintaining a high standard of service and responsiveness.
• Handle and respond to client support requests via email, video conferencing, and support ticketing systems, ensuring issues are addressed comprehensively.
• Foster and maintain strong client relationships to enhance satisfaction and loyalty, acting as a trusted point of contact.

Working cross functionally to provide insights and feedback:

• Act as a liaison between clients and the Product team, advocating for client requests and ensuring alignment with client needs.
• Track and manage tickets, keeping clients informed of status updates and notifying them upon resolution.

Requirements

• Bachelor's degree and 1-3 years of experience in customer support, client services, or a related field.
• • A finance or economics type Bachelor's Degree is beneficial.
• A solid understanding of HTML, CSS, JavaScript, and APIs is beneficial.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills with a friendly, client-centered approach to service.
• Strong organizational skills with the ability to manage multiple support requests and prioritize tasks effectively.
• A problem-solving mindset with the ability to troubleshoot basic technical issues.
• Experience in investment management or SaaS is a plus but not essential.
• Previous experience using web-based applications. 
• Comfortable using approved AI tools to improve speed and quality (e.g., summarizing ticket context, drafting clear client responses, and creating internal notes) and to follow repeatable prompt-based workflows, while checking accuracy and following data/privacy expectations.

Benefits

• Competitive salary and discretionary bonus opportunity.
• Comprehensive medical, dental and vision insurance.
• 401(k) plan with employer matching.
• Employer-funded life insurance and disability coverage.
• FSA and HSA options.
• Enhanced parental leave and family-friendly policies.
• Mental health, wellness and employee assistance programmes.
• Unlimited PTO plus 10 company holidays.
• Flexible blended working and genuine work-life balance.
• Home office budget and new-hire equipment package.
• Ongoing learning, mentoring and career development opportunities.
• Regular team events, lunches and celebrations.

Diversity and Inclusion

Bipsync is proud to be an equal opportunities employer. Our inclusive culture empowers all of us to collaborate, belong, learn and grow. We recruit and reward based on capability and performance and encourage applications from all backgrounds and communities. We’re committed to having a team that is made up of diverse skills, experiences and abilities and we value the positive impact that difference has on our teams. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.