Customer Success Specialist - remote job

Syrve is hiring a Customer Success Specialist. The role sits in Other jobs and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

Syrve is a pioneering POS and restaurant management solution used by over 10,000 restaurants across more than 50 countries worldwide. We are seeking a seasoned Customer Success Specialist to ensure a seamless and successful onboarding process for Syrve clients. This role involves acting as the primary liaison between customers and internal teams, overseeing the entire implementation lifecycle—from the initial kickoff to go-live—ensuring clients receive clear and structured guidance at each step.

Through effective communication, aligning expectations, and organizing training activities, the Customer Success Specialist will assist clients in adopting Syrve confidently and efficiently. By providing proactive support and fostering strong relationships, the role aims to reduce onboarding friction, accelerate time-to-value, and support long-term product success.

Requirements: Essential Skills & Competencies

* In-depth knowledge of POS systems; experience with POS software is beneficial.

* Quick learning ability and staying current with software updates, releases, and new features.

* Familiarity with CRM platforms and ticketing systems.

* Proficiency in both spoken and written English and Arabic (or Russian).

* Effective public speaking and training skills, with the ability to explain technical concepts clearly.

* Empathetic listener with strong conflict-resolution and problem-solving abilities.

* Ability to handle customer complaints, feedback, and escalations efficiently.

* Capacity to develop, update, and maintain training manuals and materials.

* Strong organizational and time-management skills, with the ability to handle multiple training schedules and priorities.

* Self-motivated and capable of working independently as well as within a team.

* Experience supporting clients through messaging apps like Telegram and WhatsApp, and via phone.

* Skill in identifying, documenting, and escalating technical issues promptly and accurately.

Key Responsibilities

* Manage the entire onboarding process, ensuring all milestones are met on time and to a high standard.

* Serve as the main point of contact for new clients, offering clear communication and timely updates throughout the implementation phase.

* Plan, schedule, coordinate, and oversee customer training sessions.

* Provide on-site and remote training to customers.

* Ensure clients fully understand system capabilities, necessary configurations, and best practices for successful adoption.

* Monitor onboarding progress, identify risks or delays, and proactively address issues by engaging relevant internal teams.

* Maintain accurate documentation, onboarding plans, and customer records.

* Cultivate strong customer relationships to support long-term engagement and satisfaction.

* Collaborate closely with the Product, Support, and technical teams to ensure a seamless customer experience.

* Adhere to established SOPs and standards for trainers.

* Review and sign off on training materials.

* Develop, update, and maintain training manuals and materials, sharing them with customers.

* Design and refine training curricula to enhance training effectiveness.

* Conduct remote error walkthroughs with customers.

* Address customer queries and deliver company product presentations.

* Handle customer complaints and feedback, referring them to the appropriate departments and managers.

* Open and close cases in CRM and Pyrus, documenting customer issues accurately and ensuring proper follow-up.

* Support clients through Telegram, WhatsApp, and phone calls.

* Utilize the knowledge base to find solutions to customer issues and inquiries.

* Escalate technical or customer issues to the appropriate department when needed.

* Alert relevant internal team members in urgent customer situations.

* Keep customers informed about expected issue-resolution timeframes, especially during training and onboarding.

* Ensure reliable case closure and appropriate follow-up across CRM and support systems.

What We Offer

* A dynamic work environment with highly skilled professionals.

* Opportunities for professional development and career advancement.

* Competitive paid time off and paternity leave.

* The chance to work in an international company with a diverse team.

* Comprehensive health insurance coverage.