Customer Success and Support Specialist

**Customer Success and Support Specialist** **About Yodel** Yodel is a rapidly growing technology company on a mission to connect people with their communities. Our AI\-powered platform helps publishers, chambers, tourism organizations, and local leaders automatically discover, organize, and promote local events. As the only scalable event discovery solution of its kind, Yodel is transforming how communities share information, increase participation, and bring people together through local experiences. We're looking for a Customer Success and Support Specialist who is passionate about helping customers succeed while continuously improving the support experience. This role combines traditional customer support with knowledge management, AI optimization, and product improvement initiatives. **Position Overview** This position serves as the primary point of contact for customer support requests and plays a key role in shaping how customers receive help. In addition to responding to support tickets and resolving customer issues, this person works closely with our AI\-powered Chat bot support system to reduce the need for human intervention over time. The ideal candidate enjoys solving problems, creating documentation, improving processes, and finding ways to eliminate recurring support issues before they occur. **Key Responsibilities** **Customer Support** * Monitor and respond to customer support tickets in a timely and professional rks manner * Troubleshoot customer questions related to platform functionality, workflows, and account management * Communicate clearly with customers to understand issues and provide effective solutions * Escalate technical issues to the development team when necessary and help coordinate resolutions * Follow up with customers to ensure successful outcomes and a positive support experience **AI Support \& Knowledge Base Development** * Continuously improve the effectiveness of our AI\-powered support assistant * Create and maintain support documentation, knowledge base articles, FAQs, and training materials * Develop short training videos and instructional content for customers * Identify gaps in documentation and create resources that allow customers to find answers independently * Analyze support conversations and use findings to improve AI responses and self\-service support tools **Product \& Process Improvement** * Identify recurring customer questions, pain points, and support trends * Collaborate with product and development teams to reduce customer confusion and improve usability * Recommend product enhancements that eliminate common support requests * Track support metrics and customer feedback to identify opportunities for improvement * Help build scalable support processes as the company grows **Qualifications** **Required Skills** * Excellent written and verbal communication skills * Strong customer service orientation and a genuine desire to help others * Exceptional organization and attenti