Customer Operations and Success Specialist

Overview

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners, a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to  and for more information on Kaseya’s culture, go to

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

Customer Success Specialist

• As a Customer Success Associate, you will play a key role in supporting our customers and ensuring they have a smooth and positive experience with our billing and payments processes. You will work closely with senior team members and cross-functional departments to help resolve customer inquiries, identify common issues, and contribute to improving our overall customer experience.
• Customer Support:
  Assist in resolving customer billing and payment inquiries through email, Salesforce ticketing tool, and phone, ensuring timely and accurate responses.
• Issue Tracking:
  Document and track customer issues, escalating complex cases to senior team members when necessary.
• Process Improvement:
  Identify recurring issues and suggest improvements to internal processes and customer-facing documentation.
• Collaboration:
  
  Work with teams such as Billing, Collections, and IT to ensure a seamless customer experience.
• Customer Insights:
  Gather and share customer feedback to help improve our services and identify areas for enhancement.
• Learning & Development:
  Participate in training sessions and team meetings to build your knowledge of our systems, tools, and customer service best practices.

• Education:
  
  Bachelor’s degree preferred or equivalent experience in Business, Communications, or a related field.
• Customer Focus: A strong desire to help customers and a proactive attitude toward problem-solving.
• Communication
  
  Skills:
  
  Clear and professional verbal and written communication.
• Team Player:
  Willingness to collaborate and learn from others in a supportive team environment.
• Tech-Savvy:
  Comfortable using customer service tools and learning new systems such as Salesforce, Net Suite, Power
  
  BI.
• Analytical Thinking:
  Ability to identify patterns in customer issues and suggest potential solutions.

• Be part of a global team that values customer success and operational excellence.
• Gain hands-on experience in customer operations and billing processes.
• Learn from experienced professionals and grow your career in a supportive environment.
• Join the Kaseya growth rocket ship and see how we are #Changing Lives!

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.