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Customer Success Associate
San Mateo, California - Added Mar 26, 2018

Full Description:

Customer Success Associate




Making a Video Shouldn’t Be a Drag.  It Should Be Drag & Drop!

GoAnimate’s mission is to enable businesses, schools and individuals to make videos – quickly and

easily.  Business has been great the past couple of years.  We are growing rapidly.  We’re now adding to the team to help drive the next phase of our growth.



Position Summary

Do you love helping people?  Can customers hear you smile over the phone and sense your passion for great service in an email?  Have you always wanted “other duties as assigned” to mean giving demos of a very cool product, and helping prospects select the best subscription plan for their company?  If so, then you should join our San Mateo based team as a Customer Success Associate.




Provide basic troubleshooting and assistance to GoAnimate customers via telephone and email


Open and assign trouble tickets to others for issues that can’t be solved directly


Respond to voice and email messages left by customers, as needed


Accurately record information about each handled service request, using provided Customer Relationship Management software and defined processes


Recognize and alert others to trends impacting customer service


Recommend process improvements, and collaborate with other GoAnimate team members to identify and resolve issues


Assist prospects and existing customers with purchase decisions


Write knowledgebase articles, conduct webinars, and participate in online community forums


Exhibit GoAnimate at trade shows and conferences


Adhere to all company policies, procedures and business ethics codes


Other duties as assigned



Experience and Expertise

2+ years experience troubleshooting browser-based computer applications


Some exposure or direct experience with at least one of the following:

  1. Affiliate management and tracking software

  2. CRM or support platforms

  3. Lead generation or marketing automation platforms


Strong problem solving and analytical skills


Preference given to bilingual candidates, with emphasis on Cantonese, Portuguese, Japanese, or Spanish as a second language to English



Traits & Personal Characteristics

Exceptional interpersonal communication skills


Exceptional written and verbal communication skills


A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations


Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication


Reliable, responsible and consistent


Patient, helpful and a creative problem solver


Ability to work effectively as part of a team and independently


Aptitude to learn new software applications quickly




A college degree is preferred, but not required.




This is a full-time position based in our San Mateo office



Competitive Base Salary + Bonus + Equity


Health, Dental, Vision


401k coming soon





Have some fun!  Use GoAnimate to make a video introduction!



Apply for Customer Success Associate

Fill out the form below to submit your information for this oportunity. Please upload your resume as a doc, pdf, rtf or txt file. Your information will be processed as soon as possible.

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