Customer Success Specialist / Customer Onboarding Specialist

Role Description This part-time remote role of Customer Success Specialist / Customer Onboarding Specialist focuses on guiding new customers through the onboarding process and ensuring a smooth, positive experience with Justice Design Lab offerings. Day-to-day tasks include welcoming and educating new customers, explaining features and services, and providing step-by-step support to help them get started. The specialist will respond to customer inquiries via email, chat, and video calls, troubleshoot basic issues, and proactively follow up to ensure satisfaction and retention. The role also involves gathering customer feedback, identifying patterns and improvement opportunities, and collaborating with internal teams to enhance onboarding materials, tutorials, and support resources. Consistent documentation of customer interactions and accurate use of CRM or support tools are expected.

Qualifications

• Customer Service and Customer Support skills to handle inquiries, resolve issues, and deliver a positive experience.
• Customer Satisfaction and Communication skills to build trust, manage expectations, and maintain clear, empathetic interactions.
• Analytical Skills to interpret customer feedback, identify trends, and recommend improvements to onboarding processes.
• Ability to work effectively in a remote environment, manage time independently, and use digital collaboration and support tools.
• Strong organizational skills, attention to detail, and reliability in documenting customer interactions and follow-ups.
• Experience in customer success, onboarding, or retail/e-commerce environments is preferred.
• Comfort engaging with tween-focused brands and an understanding of youth-oriented customer needs is a plus.