What are the responsibilities and job description for the Customer Success Specialist position at HelloGov AI?
*** This opportunity is on-site, in Brickell, Miami, Florida. Please don't apply if you can not commute. No relocation available. ***
HelloGov AI is an innovative Miami-based startup revolutionizing how individuals interact with government services. Through advanced AI and cutting-edge technology, we simplify applications for passports, travel visas, vehicle registrations, and immigration, creating a smoother, more accessible experience.
We’re a growing team dedicated to providing exceptional service while driving innovation. Join us to be part of a fast-paced, collaborative environment where your contributions will make a meaningful impact.
As a Customer Success Specialist, you will handle customer cases that require live support, stepping in when advanced assistance is needed. Stepping in when our AI needs a human touch, you’ll handle escalated customer cases with empathy, creativity, and professionalism—all while helping shape the future of AI-powered customer experiences.
- Customer Support:Provide live support via Zoom to resolve escalated issues and guide customers through their document processing steps and requirements.
- Effective Communication:Clearly and professionally explain solutions, updates, and next steps to customers during live interactions.
- Issue Resolution:Address and resolve escalated concerns with attention to detail and a focus on customer satisfaction.
- Collaboration:Work closely with internal teams to ensure accurate resolutions and contribute feedback to improve processes.
- Customer Advocacy:Act as a representative of HelloGov AI’s commitment to excellent service, ensuring customers feel valued and supported.
Qualifications:
- Proficiency in English with excellent verbal and written communication skills.
- Comfort and professionalism conducting live Zoom sessions throughout the day.
- Strong problem-solving skills and the ability to handle challenging situations effectively.
- Previous experience in customer service or support roles is highly desirable.
- Tech-savviness and familiarity with CRM systems or customer support tools.
- Bachelor’s degree preferred but not required.
- Ability to work in a fast-paced, dynamic environment with a focus on customer success.
Schedule:
- Monday to Friday, 9 am - 6 pm EST (excluding federal holidays).
- In-office role in Brickell, FL, 33131.
- Paid Time Off (PTO) and federal holidays.
- Opportunities for professional growth in a fast-paced startup environment.