Customer Success & Support Specialist
Job Title: Customer Success & Support Specialist Location: Remote (US hours preferred) Type: Full-Time (Contract-to-Hire) Company: Nformed About Nformed Nformed is a fast-growing software platform built for brands and third-party (3P) Amazon sellers. We help users identify profitable, high-velocity products that align with their existing catalog—and that they’re likely to get approved to sell. By combining marketplace data with seller-specific filters, we give our users a smarter way to grow on Amazon without wasting time chasing gated or oversaturated listings. About the Role We’re looking for a full-time Customer Success & Support Specialist to become the voice and guide of Nformed users. You’ll answer questions, build onboarding experiences, and help users understand how to get the most out of the platform. You’ll also play a key role in collecting user insights and helping us continually improve the product and customer experience. This is a contract-to-hire position with the goal of transitioning to a full-time W2 role with benefits. Key Responsibilities · Customer Support: Respond to support emails and chatbot messages from users and site visitors · Training Content: Create clear, concise walkthrough videos to help users understand key features and increase adoption · Onboarding Communication Automation: Build and optimize email sequences that welcome, guide, and engage new users · Feedback & Reporting: Identify bugs or UX issues, relay user feedback to the dev team, and suggest improvements · Usage Insights: Track and report on feature usage and engagement to help inform customer success efforts Requirements · Fluent or first language English speaker · 2+ years in a customer-facing role (customer success, support, onboarding, or community management) · Strong writing and communication skills · Experience with customer support tools like Intercom, Crisp, Zendesk, or similar · Comfortable creating screen-recorded video walkthroughs (e.g., Loom, ScreenFlow) · Detail-oriented and organized, with a proactive mindset · Familiarity with spreadsheets and basic reporting Nice to Have · Experience with Amazon Seller Central or working with 3P Amazon sellers · Familiarity with tools like JungleScout, Helium10, or similar · Experience with no-code automation tools like Zapier or Make · Background in SaaS or early-stage startups Job Types: Full-time, Contract Work Location: Remote Apply tot his job