Customer Success Executive

Our client is a fast growing and profitable, US based software company now seeking to hire a UK based Customer Success Executive.

This is a fully remote role, working the hours of 10am to 7pm UK time, ideally suiting a motivated self-employed individual, or through on EOR.

About the Role

In this role, you will serve as the primary point of contact for a diverse customer base, including founders, investors and professionals working under tight timelines. You will be responsible for delivering clear, thoughtful and high-quality written communication (email) while helping users navigate complex and nuanced topics.

This is a writing-intensive, detail-oriented position that requires strong critical thinking and a commitment to continuous improvement. You''ll gain exposure to the inner workings of high-growth companies while developing deep expertise in customer communication and problem-solving.

What Makes This Role Unique

• Challenging, high-skill work: Customer enquiries are often complex and require careful analysis and precise communication.
• Continuous learning: The role involves ongoing development and refinement of writing and problem-solving skills.
• Ambiguity-friendly environment: Not all questions have clear answers - you''ll often guide customers toward informed decisions rather than providing definitive solutions.

Key Responsibilities

• Respond to customer enquiries with thoughtful, empathetic and precise written communication
• Create and maintain help centre content, and identify opportunities for new resources
• Collaborate with engineering to investigate and resolve user-reported issues
• Support product development by testing features and sharing customer feedback
• Identify trends in customer questions and proactively communicate insights to the team

Requirements

• Strong passion for helping people
• High emotional intelligence
• Excellent analytical and logical thinking skills
• Exceptional written English, with clarity and precision
• Strong attention to detail
• Ability to work independently in a remote environment
• Comfort with learning and using new software tools

Work Environment & Benefits

• Fully remote, distributed team with a long-standing remote-first culture
• Collaborative, supportive and highly autonomous work environment
• Flexible scheduling with an emphasis on team coverage and productivity
• Professional development support (books, courses, tools, etc.)

No prior domain-specific experience is required - training will be provided for the subject matter but a drive for customer satisfaction and being the ''problem solver'' is a must!

This is a fully remote position and all candidates will be tested prior to interview.

Zero Surplus is one of the UK''s premier recruitment agencies, based just outside Cambridge our recruiters source staff for small and international businesses across the South of England.

For registration purposes, please let us know where you are currently based or which locations you are considering as well as your required salary and notice period.

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