Job Description

Job Description

Job Title: Customer Success Specialist (eCommerce Platform Adoption)

Pay Rate: $30/HR

Duration: 6–12 months (with potential to extend or convert based on business need)

Location: Cary, NC (Hybrid – 3 days onsite, 2 remote)

Work Hours: 8 AM – 5 PM, Monday–Friday

We are looking for a Customer Success Specialist (eCommerce Platform Adoption) to join our team temporarily to drive the successful adoption of our customer-facing digital platforms — primarily our next-generation customer portal and our existing e-commerce parts-ordering platform. This role will act as the frontline “digital concierge” for new and existing customers, removing registration and access friction, delivering live demos, and representing all online services with professionalism and enthusiasm.

• Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e- commerce platform .
• Troubleshoot and resolve registration , login , and browser-related issues in real time.
• Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams or similar).
• Guide customers through initial setup , account configuration , and first-time part ordering or service requests.
• Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
• Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
• Serve as the “voice of the customer” for our customer portal during syncing with the team.
• Track and report key onboarding metrics ( registration completion rate, time-to-first- order , demo -to-activation rate, OSAT from supported customers).

Key Responsibilities :

• Back-end support for online tools and customer-facing activities.
• Assist with portal registration, SAP connectivity/data issues, and customer onboarding.
• Respond to customer surveys, help navigate websites, and possibly conduct product demos.

Required Skills & Experience

• 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
• Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
• Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
• Comfortable delivering live product demos and training sessions over video conferencing tools.
• Excellent written and verbal communication skills — you will write customer emails and lightweight documentation daily.
• Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality.

Key Attributes

• Empathetic problem-solver who genuinely enjoys helping people succeed with new technology.
• Self-starter who thrives in a fast-moving, ambiguous environment (this is a brand-new platform rollout).
• Team player willing to jump in and assist with whatever is needed to ensure an excellent customer experience.

Details

• Duration: 6–12 months (with potential to extend or convert based on business need)
• Full-time (40 hours/week)

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