Job Type: Contract (Potential Contract-to-Hire)
Contract Length: 6 months (will most likely extend/convert)
Pay Range: $70/hour
Start Date: ASAP
Location: Hybrid in SF/Seattle/Chicago (open to remote)
About the Opportunity:
Our client, is looking for a skilled Growth Specialist to join their team for a 6-month engagement (will most likely extend/convert). This project involves providing "white-glove" support to their digital customer base as they test-drive new features, services, and pilots. Your goal is to ensure every tester feels heard, every bug is documented, and every point of friction is turned into an opportunity for the team to improve. This is a high-impact role that requires a self-motivated professional who can hit the ground running and deliver results quickly.
Key Responsibilities & Deliverables:
This role is focused on the successful completion of specific tasks and deliverables. Your responsibilities will include:
- Provide White-Glove Support: Manage high-touch interactions via [chat/email/phone], offering personalized, empathetic, and rapid solutions to users in our pilot programs.
- Debug & Investigate: When a user reports an issue with a new feature, you investigate. You’ll capture screen recordings, logs, and user steps to help our engineers fix issues faster.
- Be the "Voice of the Customer": You will keep a pulse on customer sentiment and participate in daily "stand-ups" to report on user feedback (what users love and what’s driving them crazy).
- Support the Sale: Many of our pilots are designed to drive growth. You’ll identify users who are getting high value from a feature and help guide them through the purchase or upgrade process.
- Iterate on Documentation: Since the product is changing quickly, you will help create and update internal FAQs and customer-facing "Help Guides" on the fly.
We are looking for someone with a proven track record of successful contract engagements. The ideal candidate will have:
- 2+ years of experience in a high-touch Customer Success, Support, or Sales role (SaaS or Digital Product experience preferred).
- High EQ (Emotional Intelligence): You can tell the difference between a user who is genuinely frustrated and one who is just confused, and you know how to de-escalate both with grace.
- Strong writing skills—you can be professional, witty, and helpful all at once. This isn't a learning role—you need to be a subject matter expert.
- Excellent Communication Skills / A Clear Communicator: You can explain a complex technical workaround to a non-technical customer in two sentences or less.
- Obsessively Curious: You love to figure out how things work. When you see a "404 error," your first instinct is to find out why.
- Adaptable: You aren't rattled by change. If a pilot changes direction mid-week, you can pivot your messaging without missing a beat.
- Demonstrated ability to work autonomously and manage your own time effectively to meet project goals.
- Experience with [e.g., Agile methodologies, CI/CD pipelines, Git version control].
- Bonus: Experience working in a "Beta" or "Early Access" environment.
