Customer Success Associate (Remote)
Outsource AccessAbout the role
This is a remote position.
What We Do
At Outsource Access, we help over 5 million families unlock the everyday magic of parenthood through our partner client, a leading parenting technology company. We don't just answer support tickets—we make sure every parent feels taken care of by combining real pediatric expertise with data science to guide them through their unique journey.
How You’ll Make a Difference
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The Voice of Calm: You are the primary touchpoint for parents, handling sensitive or frustrated interactions with patience and care. You ensure that every inquiry is responded to in a timely, empathetic, and accurate manner, creating a positive experience even during stressful moments.
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The Problem Solver: You don’t just log issues; you resolve them. Using tools like Zendesk and Jira, you troubleshoot login errors, account access problems, and billing inquiries, diagnosing the root cause yourself whenever possible.
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The Knowledge Bridge: You translate technical app limitations and functionalities into clear, simple language that non-technical users can easily understand. When issues are complex, you escalate them to internal teams like Software Engineering while keeping the customer fully informed of the status.
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The Insight Generator: You actively improve the support ecosystem by converting recurring questions into clear FAQ articles and flagging common bugs. You also assist in beta testing, collecting critical issue reports and feedback to help the product evolve.
Requirements
Is This You?
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The Articulate Professional: You have at least 1 year of customer support experience and possess excellent written communication skills with perfect grammar, ensuring every email and message is professional and clear.
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The Empathetic Analyst: You are efficient but never robotic; you have strong problem-solving skills that allow you to investigate user data and resolve issues while remaining deeply empathetic to the customer's situation.
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The Family Advocate: You have a genuine passion for helping families thrive. Bonus points if you have experience using tracking apps or tools that improve a child’s sleep or behavior.
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Tech-Savvy: You are comfortable navigating multiple apps, social media, and internal portals simultaneously. Experience with ticketing software like Zendesk is highly preferred.
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Your Home Office: You are equipped with your own reliable device (BYOD) and a high-speed internet connection, ready to work a consistent night shift schedule remotely.
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