Customer Success Associate

ABOUT THE ROLE

Customer Success Associates are the frontline of Tawkify Matchmaking — the first and most consistent point of contact for our clients. This is a high-volume, fast-paced role that demands sharp multitasking, a calm presence under pressure, and a genuine drive to deliver for people navigating something deeply personal. You will manage a steady stream of tickets, calls, and client interactions each day while maintaining the warmth and professionalism our community expects.

If you thrive in environments where no two days look the same, you move fast without cutting corners, and you take pride in every interaction — this role was built for you.

WHAT YOU'LL DO

• Manage a high volume of inbound client tickets, calls, and messages daily — responding with accuracy, warmth, and urgency.
• Deliver exceptional support in every interaction, maintaining professionalism and a positive attitude even in high-pressure moments.
• Anticipate client needs and resolve escalations and disputes before they grow — focusing on retention and satisfaction.
• Execute client dispute resolution and mitigation strategies in an amicable and professional manner.
• Apply Tawkify's Commercial Standard Operating Procedures (SOPs) consistently and stay current as they evolve.
• Act as a Tawkify brand ambassador in every interaction — internally and externally.
• Partner cross-functionally with Service Delivery, Business Operations/Finance, and Legal teams to resolve complex situations.
• Hit performance targets and metrics consistently — you hold yourself accountable without being asked.
• Step into other capacities as needed to support company and department goals.

WHO YOU ARE

• You thrive in high-volume, fast-paced environments and know how to prioritize on the fly without losing quality.

• You're high-touch by nature — you understand that behind every ticket is a real person going through something meaningful, and you treat them accordingly.

• You have a proven track record in customer-facing roles, ideally in luxury, premium, or high-expectation service environments.

• You communicate with confidence and clarity: over the phone, in writing, and under pressure.

• You're resilient — you handle objections and difficult conversations with composure and come back to the next call ready to go.

• You're self-directed and accountable — you don't need hand-holding to hit your goals.

• You're detail-oriented — you don't leave things half-done, and you pursue resolution with genuine care.

• You're flexible — our teams cover a wide span of hours, seven days a week. Schedule flexibility is essential.

• You're tech-savvy — comfortable in Zendesk, Dialpad, Front, Google Workspace, and able to learn new platforms quickly.

REQUIREMENTS

• 2+ years of experience in a high-volume, customer-facing role — contact center, client services, or similar.
• Experience in high-touch service, luxury, or premium client environments strongly preferred.
• Excellent verbal and written communication skills — phone, email, and text.
• Demonstrated ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• Comfortable working independently and holding yourself to high standards without close supervision.
• Strong computer skills — Mac OS, Google Workspace, Front, Calendly and CRM/ticketing platforms (Zendesk experience a plus).
• Reliable high-speed internet connection required — this is a fully remote position.
• Schedule flexibility required — our Commercial teams operate across a wide range of hours, 7 days a week.