Customer Success Specialist

About Online Filings

Our mission is to empower entrepreneurs to realise their dreams and focus on what truly matters.

Our Online Filings platform and software simplifies, automates, and eliminates business administrative tasks, helping entrepreneurs accomplish more with less effort.

We aim to remove obstacles and enable entrepreneurs to achieve success faster and more effectively.

Job Overview

As a Customer Success Specialist, your primary objective will be to ensure customer satisfaction by resolving enquires, troubleshooting issues, and providing expert guidance on our products and services across phone, email, and live chat. You will deliver personalised solutions, maintain accurate records of customer interactions, and collaborate with internal teams to continuously improve the customer experience.

In addition, you will support the wider customer success function by analysing customer data, identifying trends, and driving operational improvements. This includes optimising Zendesk (including macros), reviewing process changes with Companies House and HMRC, developing documentation and support materials, and training the team on new processes and updates.

Key Responsibilities

• Deliver outstanding customer service via phone, email, and live chat, ensuring filings are processed smoothly and clients receive timely support.


• Act as an escalation point for complex or sensitive cases, providing clear resolutions and maintaining customer satisfaction.


• Assess, process, and communicate refund decisions in line with company policy, balancing customer retention and commercial objectives.


• Develop strong product knowledge to guide clients accurately, identify needs, and upsell relevant services where appropriate.


• Maintain accurate and detailed records of all customer interactions and actions taken.


• Resolve complaints efficiently or escalate where necessary to ensure prompt and effective outcomes.


• Monitor Zendesk tickets to identify recurring issues, improve response quality, and ensure SLA adherence.


• Create and optimise Zendesk macros to improve efficiency, consistency, and response times.


• Collect and analyse customer data to identify trends and provide actionable insights to improve processes and customer experience.


• Track, document, and escalate bugs to the technical team, ensuring timely follow-up and resolution.


• Create and maintain clear documentation, including FAQs, user guides, and internal process materials.


• Stay up to date with Companies House and HMRC process changes, ensuring accurate implementation, team training, and compliance.

Qualifications

• Minimum of 6 years' in customer experience roles in a SaaS company, with a minimum 3 years of experience in a customer success role.


• Bachelor's degree in Business, Management, Information Technology, Data Science, or a related field.


• Strong analytical skills with proficiency in data analysis tools and software, such as Excel.


• Native or fluent English level (C1 minimum) with outstanding speaking and writing skills.

Preferred Qualifications

• Proficiency with Zendesk.

Who You Are

You communicate clearly and take ownership of problems, working through them in a structured way. You pay close attention to detail, stay organised, and adapt confidently to changing processes and regulations. You build trust with customers and colleagues, collaborate well across teams, and welcome feedback. You are curious, motivated to keep learning, and committed to seeing tasks through to completion.

Benefits and Perks

Our comprehensive offering is designed around flexibility, well-being, and continuous growth, ensuring that you have the support and resources to excel both professionally and personally.

• Fixed Weekly Schedule: Monday - Friday 9am - 6pm, 40h per week.


• Competitive Salary: €1,200 - €1,350 gross per month, with yearly salary reviews and increases (based on performance).


• Meal Allowance:  €224 per month, tax free in addition to your base salary (equivalent of €10.20 per day)


• Working Pattern: Hybrid/ Remote. This role requires one day per week in the office in Cascais, if you live in the greater Lisbon area or one day per month in the office, if you live elsewhere in Portugal (days in the office are scheduled in advance).


• Holiday Allowance: 22 days holiday plus bank holidays.


• Computer will be provided to work from home.


• Contract type: 1 year contract with the opportunity to become Permanent.

Online Filings is an equal opportunity employer. We celebrate diversity and are committed to equal employment and creating an inclusive environment for all employees, irrespective of race, gender, sex, religion, nationality, age or disability.