Senior Customer Success Executive - Remote anywhere in Europe or South Africa

The Customer Success & Support Executive ensures Chaser customers receive timely, clear, human support that enables them to gain value quickly and continuously. This hybrid role spans front-line support, onboarding assistance, proactive success outreach, and ownership of the Help Centre. The CSE helps customers resolve issues, learn best practices, and build confidence using Chaser, directly contributing to retention, satisfaction, and product adoption.

Customer Support & Ticket Handling

• Respond to support enquiries via email and live chat through our Hubspot CRM system with clarity and empathy.
• Troubleshoot product issues and guide users through resolutions step-by-step.
• Identify bugs and escalate to Engineering with clear reproduction steps and evidence.
• Maintain strong ticket hygiene (notes, tagging, categorisation, SLAs).

Customer Success & Adoption

• Support onboarding setup and initial configuration for new customers.
• Conduct short value-orientation walkthroughs when required.
• Spot adoption gaps and reach out to help customers get unstuck.
• Monitor usage signals and flag churn risk or upsell potential.
• Monitor and respond to review feedback (G2, NPS, CSAT)
• Run weekly reports and handle core administrative duties such as annual plans outreach and customer churn reduction.

Help Centre & Knowledge Base Ownership

• Maintain and update Help Centre articles, videos, and FAQs.
• Write new articles based on recurring queries and product releases.
• Ensure documentation is easy to follow, current, and searchable.
• Review analytics to reduce inbound tickets through better self-serve guidance.

Internal Collaboration & Product Feedback

• Channel customer insights to Product, including usability friction and requests.
• Partner with Success and Sales for customer context and handovers.
• Support feature release communications and documentation updates.

Success Measures

• First-response time & full-resolution time.
• CSAT & support experience feedback.
• Help Centre engagement & reduction of repeated questions.
• Onboarding completion time & activation milestones met.
• Retention and customer health signals in monitored accounts.

Competencies & Skills

• Clear, warm, patient communicator — written and verbal.
• Structured thinker who can break down complex tasks simply.
• Strong product understanding and ability to learn quickly.
• Organised, detail-oriented, reliable on follow-through.
• Customer-empathetic but commercially aware.Working Style

• Proactive self-starter comfortable solving problems independently. Growth mindset.
• Calm under pressure and solution-oriented in messaging.
• Uses Chaser’s tone: helpful, human, kind, and clear.
• Balances speed with quality and accuracy.