POSTED June 22

Customer Support Specialist at CXL

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Help us turn our customers into raving fans. Make customer happiness happen.

The customer success team is at the core of CXL’s mission.

CXL is about helping teams of marketers, analytics and optimization specialists become the best in the game. We’re about giving people an unfair advantage. And customer success people are there to guide our customers along the way - from helping people decide which training programs to enroll in to seeing them through.

From day one, the customer success team has been CXL’s connection to the customer - figuring out their needs, establishing product-customer fit, providing a positive onboarding experience, communicating via live chat, email and phone to ensure that we exceed customers' expectations, and acting as an ambassador of our brand.


Our team is comprised of people who give 100%.

If you’re one of those people who always gives 100% of yourself, and aim for 110%, we’re waiting for you. We value proactivity and passion, and we strive for excellence above all.

This is an important role for the company where you can have a lot of impact. You'll have big responsibilities, plenty of autonomy and the opportunity to quickly level up your career.


Your primary responsibility will be providing customer support and answering questions via live chat and email. This will also include basic troubleshooting, documenting and reporting bugs and content issues, and proactively following up with internal stakeholders about them.

Secondary responsibilities include onboarding and taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time.

If you're motivated by helping people, setting and achieving goals, have high emotional intelligence, a passion for delighting customers, and want to be a part of building something incredible, we want to talk to you!

What you'll do:

  • Run our live chat: provide instant replies to prospects asking about our training programs and customers seeking assistance.
  • Provide personalized support that aligns with our company brand and voice, directly impacting our customer retention.
  • Troubleshoot and solve platform-related issues for customers.
  • Identify trends and areas for improvement, so we can continually serve customers better.
  • Take ownership of your results by driving high quality customer service.
  • Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer.
  • Interviewing customers, doing user research to understand whats their goals are, and how we can better help them achieve them.


  • Impeccable written and verbal communication skills in English
  • A love for people, and a genuine desire to help them succeed
  • Lots of comfort with a role where the majority of time is spent talking to people - over live chat and phone
  • Consultation / sales experience a strong plus
  • B2B customer service experience is ideal
  • An exemplary work ethic, a "get it done" attitude, and high personal accountability
  • Basic to medium experience with WordPress is another strong plus.

Advantages of working for us:

  • Learn from people who know their stuff. We have serious A-players on the team.
  • Work on exciting stuff. The world is your playground. We have exciting clients and interesting projects. It’s amazing how much you learn by seeing the kitchen side of so many companies.
  • Personal development. We support your growth with mentorship, necessary books, courses and so on. You get to work with people that push you to become better.
  • Freedom. No one will micromanage you. You have the freedom to take on and lead new projects within the company as long as they support our overall goals.
  • 28 paid vacation days per year.
  • Be part of something big. Who thinks small, remains small. Be surrounded by people going places.
  • Your role and responsibilities in our company can grow with you. Daniel Pink wrote this in his seminal book “Drive”: People are most motivated by having autonomy, mastery and purpose. We make sure you get a ton of all three.

CXL is a very professional team: you'll be working with high-performing crew that will help you elevate your game. We'll also make sure you love coming in every day - fun is a serious business at CXL. 

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