Customer Success Lead

Why join Willa?

If you want to have a massive impact on the lives of millions and give freelancers and online creators the work & life they deserve, then this is the right place for you.

You will be joining a rapidly growing company who will provide a challenging and rewarding role with excellent career opportunities. We don’t have managers that manage managers, we have a flat hierarchy with clear lines of communication as we recognize that everyone has a key part to play in the success of the business.

Our success depends on our ability to build world-class products & technology together. As much as we enjoy spending time together, Willa is set up as a distributed team.

The role 🧑‍🚀

You will be an important part of the Willa team and continuously challenge yourself, creating an environment where contribution and growth is disciplined in everything we do.

Your objective will be to ensure that our U.S users get the best possible experience using Willa. 🥰

Our existing users describe Willa as magic. Your job will be about ensuring that all users get to that magic moment. 🧝‍♀️

You will also be responsible for ensuring that the Willa experience stays magic, at least for the first few months of the user journey. 🤝

As Willa's user base grows, you will be the one scaling the Customer Success role beyond yourself, growing and leading our distributed Customer Success team. 🦸

Willa has a very special user base. Our users are some of the world's best and most influential creators, and it's essential that they are treated as such. 🤩

What you'll do 🧑‍💻

• Be responsible for activating all new users, including doing onboarding calls
• Be the first point of contact with our users and maintaining a positive, empathetic and professional attitude
• Help our users resolve support tickets related to the usage of our products
• Ensure that questions are answered with excellent quality
• Working proactively to incorporate customer feedback into the product development process
• Knowing our products inside and out
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support

Who are you? 🙋

• Experience in Customer Success, customer support or another client-facing role
• Excellent communication skills
• Genuine interest in helping other succeed
• A natural problem solver with the ability to multitask
• Customer focused with the flexibility to manage different personalities
• Flexible can-do-attitude
• Team Player
• Advanced/Fluent in English

Nice to have 🌟

• Passion for technology and for being a part of a fast-growing scale-up company
• Experience leading and growing customer service teams