Customer Success Representative

About the role

As a Customer Success Representative at Nysonian, you will be the primary point of contact for customers, handling inquiries across phone, email, and live chat. You will ensure each interaction is personalized, timely, and contributes to long‑term customer satisfaction and retention.

Key responsibilities

• Manage customer interactions across multiple channels, delivering consistent support and building strong relationships.
• Proactively identify churn risks and friction points, taking action to improve retention and lifetime value.
• Own complex customer issues from investigation to resolution, escalating high‑priority cases when necessary.
• Maintain accurate CRM records and translate recurring issues into actionable insights for cross‑functional teams.

Required profile

• 4+ years of experience in Customer Support, Success, or Experience, preferably in US/UK retail or e‑commerce.
• Exceptional written and verbal English communication skills with a professional, empathetic approach.
• Strong problem‑solving and analytical abilities, able to investigate root causes and drive effective resolutions.

Required skills

• Hands‑on experience with CRM and support platforms, Gorgias preferred.
• Familiarity with Shopify and e‑commerce ecosystems.
• Ability to work flexible shifts in a 24/7 environment while meeting CSAT, response quality, and retention KPIs.