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Customer Success Associate

Wordly Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Are you a recent graduate eager to launch your career in the dynamic AI and tech industry? Do you possess a keen eye for detail and a passion for ensuring accuracy and client satisfaction? Wordly Inc. is seeking a highly motivated and detail-oriented Customer Success Associate to join our rapidly expanding global team. In this pivotal role, you will be instrumental in empowering our customers to achieve unparalleled success by transforming their content into meticulously crafted, customized glossaries of terms. This is a unique opportunity to contribute to a fast-paced, innovative startup that is making a significant impact in the real-time translation and event technology market.
• Reporting directly to the Director of Customer Success & Support, your primary responsibility will involve receiving a diverse range of materials from our clients. You will then expertly prepare and process these materials utilizing our sophisticated suite of proprietary glossary development tools. This process demands a high level of precision and an understanding of how to best leverage technology to achieve optimal results. Beyond processing, you will proactively seek out and integrate additional resources to complement, enrich, and enhance the provided material, ensuring the final glossary is comprehensive and highly relevant to the client's specific needs.
• Success in this role is defined by your ability to directly contribute to our clients' ability to deliver flawless, professional, and impactful events. You will be a key player in ensuring that the terminology used in their events is accurate, consistent, and easily accessible, thereby enhancing the overall attendee experience and the client's brand reputation. Your work will have a tangible impact on the success of major events across various industries.
• The role encompasses two main areas of focus: Glossary Development (70%) and Frontline Support (30%). In Glossary Development, you will manage the end-to-end process of glossary creation. This includes soliciting and receiving program materials from customers, meticulously preparing these materials for processing, and then executing the processing using our advanced tools. A critical part of this phase is the thorough review and validation of the processed glossaries, employing both human expertise and machine testing to guarantee accuracy and completeness.
• Furthermore, you will provide essential technical and consultative support to our customers, guiding them on best practices for utilizing Wordly's services and ensuring they derive maximum value. You will act as a trusted advisor, helping clients navigate the platform and optimize their glossary development strategy. Your insights will be invaluable in helping customers understand how to best leverage our technology to meet their unique event requirements.
• You will also collaborate closely with the broader Customer Success Team, assisting with workflows and data management to ensure accurate tracking and reporting to various stakeholders. This involves maintaining clear records, contributing to performance metrics, and supporting the team's overall objectives.
• In the Frontline Support aspect of your role (30%), you will be the first point of contact for customer inquiries and issues. This involves triaging inbound support requests efficiently and effectively. You will leverage both internal and public-facing knowledge bases to provide timely and accurate answers, resolving customer queries with professionalism and speed. Your ability to quickly understand and address customer needs will be crucial.
• You will also assist the Sales team with data requests, providing them with the necessary information to support their client interactions and business development efforts. This cross-functional collaboration highlights the integrated nature of our customer-centric approach.
• Importantly, at Wordly, we foster a culture of shared responsibility and collective success. This means that everyone, including senior leadership, takes a turn being our first line of support. This hands-on experience provides invaluable insight into our customers' challenges and ensures we remain deeply connected to their needs. You will be expected to answer emails and chats for some of our customers, investigate and troubleshoot situations, and even answer our 24/7 emergency line on a rotating basis. This commitment to comprehensive support underscores our dedication to customer satisfaction.
• As Wordly is experiencing rapid growth, there is significant potential for career advancement. Applicants may be considered for and retained for additional open positions as the company continues to expand its teams and offerings. This is an exciting opportunity to grow with a company at the forefront of technological innovation.
• Wordly is an energetic and dynamic startup operating in a hot market, driven by a passion for innovating and solving complex problems that impact thousands of users and organizations globally. We deeply care about system performance and ensuring our customers are happy. Our team comprises industry veterans and senior tech professionals who prioritize performance and ease of use above all else. We embrace remote work, offering a great work-life balance, and are looking for individuals located anywhere in the US or Canada to work APAC hours. If you are enthusiastic, curious, proactive, committed, and professional, and excited about delivering awesome results with a dedicated team, we encourage you to apply.

🎯 Requirements

• Recent graduate with a strong academic background, eager to enter the AI and tech industry.
• Proven experience working with data from various resources and a solid understanding of databases and handling large datasets.
• Exceptional research skills with a demonstrated ability to find, synthesize, and present information effectively.
• Keen attention to detail and an eagle-eyed approach to reviewing and validating information.
• Strong written and verbal English communication skills are critical for internal collaboration and customer interaction.

🏖️ Benefits

• Fully remote position with the flexibility to work from anywhere in the US or Canada.
• Opportunity to work in the rapidly growing AI and tech industry with a cutting-edge product.
• Collaborative and supportive team environment with a focus on innovation and customer success.
• Potential for career growth and advancement within a fast-scaling startup.
• Exposure to diverse industries and high-profile clients through event technology solutions.

Skills & Technologies

Junior

Remote

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Wordly Inc.

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About Wordly Inc.

Wordly provides AI-powered live translation and captioning services for meetings and events. The cloud platform supports real-time audio translation into dozens of languages, enabling inclusive communication without human interpreters. It integrates with popular video conferencing and event management tools, scales from small meetings to large conferences, and delivers on-demand transcripts and captions to enhance accessibility for global audiences.

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