WeStock is a leading provider of software-as-a-service (SaaS) solutions tailored to the consumer packaged goods (CPG) industry. Our innovative platform empowers CPG brands to capture first-party data about their shoppers and subsequently leverage it to better serve their customers.

WeStock has worked with over 500 CPG brands and has 350,000 unique shoppers using the platform. We are excited about our growth spurt and want to add to the team!

Role Overview:

We are seeking a Customer Success Specialist to join our growing team. The ideal candidate will be passionate about stakeholder communication and management. As a Customer Success Specialist, you will be responsible for building strong relationships with our consumers, understanding their needs, and providing guidance to support their success on WeStock’s Rebates and Platform.

Responsibilities:

• Resolve consumer inquiries, requests and denials via HelpScout.
• Keep track of and report fraudulent receipt submissions.
• Input data for reimbursement campaigns across different brands on the dashboard.
• Pull data from backend systems to track consumer receipt submissions.
• Work closely with the product and development teams to provide feedback on technical improvements for the reimbursement process.
• Track campaign spend and collaborate with different teams to keep internal documentation up to date.
• Liaise with our payment platforms - Venmo and Paypal, to ensure system support if their services are experiencing downtime.
• Track consumer happiness metrics through Helpscout and provide tactics to improve these metrics.
• Develop and maintain customer success documentation, including tutorials, FAQs, and best practices.
• Stay up-to-date on industry trends and best practices to continually improve our processes and strategies.

Requirements:

• 1-2 years of experience in a stakeholder-facing role, preferably in customer success and data pulling.
• Excellent communication and interpersonal skills, with the ability to build strong customer relationships.
• Strong problem-solving skills and the ability to think strategically to help customers achieve their goals.
• Technical proficiency and the ability to learn new software systems quickly.
• Highly organized with excellent time management skills, able to prioritize and manage multiple tasks simultaneously.
• Experience working in a fast-paced, dynamic environment.
• Customer-focused mindset with a passion for delivering exceptional service.

Bonus Points : 

• Experience working with customer relationship management (CRM) software.
• Knowledge of SaaS (Software as a Service) business models.
• Experience in the technology industry or related field.
• Certification in customer success or related field (e.g., Customer Success Manager Certification).

Benefits:

• Competitive salary and performance-based incentives.
• Monthly stipend for health and wellness.
• Remote work opportunity.
• A dynamic and inclusive company culture with opportunities for growth and advancement.

Join WeStock and be part of a company that is bringing positive change brands in the CPG industry through its innovative go-to-market platform! We want to hear from you if you are passionate about marketing, customer success, and technology!

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