Location:
Remote (United States Only)
Type:
Full-Time
Salary:
$50K-$60K
Reports to:
CEO
About The Folklore
The Folklore is a technology platform that empowers brands to launch products across multiple marketplaces, social media, and search engines in seconds, ship anywhere affordably, and sell more with stronger AI-powered photos and content. We primarily serve emerging fashion, beauty, home, and lifestyle brands globally.
The Folklore is a Techstars (Techstars Seattle '21) and venture capital-backed company that has been featured by Vogue, Forbes, Fast Company, Inc., Bloomberg, and Entrepreneur. The company has worked with top companies including Nordstrom, Farfetch, Shopbop, and Revolve.
The Role
The Folklore is seeking a highly organized, proactive, and customer-focused Customer Success Specialist to own the day-to-day customer success experience for brands using our platform. As the primary point of contact for our customers, you'll be responsible for ensuring brands are successfully onboarded, supported, engaged, and getting maximum value from The Folklore.
You'll manage customer relationships, conduct scheduled check-in calls, troubleshoot technical issues, resolve support tickets, identify retention risks, and uncover opportunities to improve customer satisfaction. This is a hands-on, independent role ideal for someone with 3–5 years of customer success experience at a B2B technology startup who enjoys working directly with customers, solving problems, and taking ownership of results.
You'll work closely with our engineering and leadership teams to advocate for customers and continuously improve their experience. Professional fluency in both English and Spanish is required, as you'll support our English and Spanish speaking brands.
Core Responsibilities
Customer Relationship Management & Engagement
- Conduct scheduled quarterly customer check-in calls daily to understand brand goals, review platform usage, address challenges, and recommend ways to maximize value.
- Document customer conversations, execute follow-up action items, and ensure customers receive timely communication and support.
- Identify customers at risk of churning and execute retention strategies, including proactive outreach and personalized support.
Customer Support & Troubleshooting
- Own and manage the customer support inbox, responding to inquiries through email, Intercom, and WhatsApp within established service-level agreements (SLAs).
- Create, manage, follow up on, and resolve customer support tickets, ensuring issues are accurately documented and addressed in a timely manner.
- Conduct troubleshooting calls to help customers resolve technical issues and navigate the platform, collaborate with the engineering team to escalate bugs.
Customer Onboarding & Education
- Host weekly group onboarding calls to demonstrate platform functionality, understand customer goals, and set customers up for long-term success.
- Manage and update English- and Spanish-language help center content to reflect new product features, platform updates, and frequently asked questions.
- Create instructional videos, product walkthroughs, and other educational resources to help customers use the platform effectively.
Product Feedback, Reporting & Operations
- Regularly test the platform to identify bugs, usability issues, and opportunities to improve the customer experience.
- Gather, organize, and communicate customer feedback, feature requests, and product improvement suggestions to internal teams.
- Track and update weekly customer success KPIs, including customer engagement, support activity, retention risks, and other key performance metrics.
Who You Are
Customer-obsessed:
You genuinely enjoy helping customers succeed and are committed to delivering an exceptional experience.
Highly organized:
You can manage multiple customer conversations, calls, support tickets, and follow-ups without letting important details slip.
Proactive and accountable:
You take initiative, anticipate customer needs, and follow through on commitments without constant supervision.
An excellent communicator:
You can clearly explain technical concepts, build strong customer relationships, and communicate professionally in English and Spanish.
A resourceful problem-solver:
You're comfortable troubleshooting issues, finding solutions independently, and navigating ambiguity.
Comfortable in a startup environment:
You thrive in a fast-paced setting where priorities can change and everyone is expected to roll up their sleeves.
Detail-oriented:
You maintain accurate customer records, follow established processes, and consistently deliver high-quality work.
Collaborative:
You work effectively with engineering and leadership teams to advocate for customers and improve their experience.
Must Have
- Bachelor’s degree
- 3–5 years of full-time customer success or account management experience at a startup, preferably in B2B SaaS or subscription-based software.
- Full professional proficiency in Spanish and English
- Experience working directly with small business (SMB) customers.
- Experience using customer support, CRM, and communication platforms such as Intercom, Zendesk, Pipedrive, or similar tools.
- Excellent written and verbal communication, organizational, and time management skills.
- Demonstrated ability to manage a high volume of customer interactions
- Comfortable working independently as the primary customer success point of contact
Nice to Have
- Experience creating help center articles, customer education materials, or product tutorial videos.
- Experience with e-commerce, marketplaces, or software platforms serving consumer brands.
Your Life and Career at The Folklore
- Remote work environment within the United States.
- Medical, vision, and dental benefits
- Opportunity to take ownership of the customer success function at a venture-backed technology startup.
- Work directly with company leadership and collaborate across engineering teams.
- Be part of a mission-driven company helping emerging brands grow and reach new markets.
- Think and act like an owner-operator, with opportunities to influence processes and customer experience.