Middle Customer Success Specialist

About OptiSigns

OptiSigns is the leading digital signage company in North America, with over 30,500 customers in 121 countries. Our cloud-based platform helps organizations manage screens and content across retail, hospitality, education, and corporate environments. We are a fast-growing, customer-obsessed team building simple, scalable, and reliable products.

The Role

This role is for someone who takes ownership of their customers and their craft. You will be a key contributor on the Customer Success team - handling complex technical cases, managing a portfolio of customer accounts, and collaborating closely with teammates to deliver great customer experiences. This is a hands-on role where you stay close to the customer, dig into hard problems, and turn what you learn into better outcomes for your customers and the product. You are not expected to have every answer from day one, but you are expected to take initiative, solve problems, and keep growing your expertise over time.

Your Missions

• Solve technical challenges and guide customers, including more complex cases that need deeper investigation.
• Support billing (payments, invoices, refunds, etc.), and handle trickier billing situations independently.
• Contribute to improving support guides, playbooks, and internal resources.
• Collaborate closely with engineering and product teams to resolve complex customer issues while proactively gathering customer feedback and ensuring customers continuously gain value from the product. 
• Support and share knowledge with Junior teammates when needed.
• Perform other tasks as assigned by the hiring manager.

Requirements

• 3+ years of experience in Customer Success, Customer Support, or a related customer-facing role (SaaS or tech environment is a plus).
• Clear communicator in English (written and spoken).
• Comfortable working in a shift-based environment.
• Tech-savvy, comfortable picking up new tools and digging into technical problems.
• A problem-solver who can work through tricky cases independently.
• Adaptable, open-minded, and calm when handling escalations or frustrated customers.
• Hands-on and proactive - you take initiative to follow through until issues are resolved.
• Experience using tools or AI to improve personal and team productivity is a plus.

Benefits

• 13th-month salary bonus.
• Comprehensive healthcare insurance.
• MacBook / Windows laptop, external monitor, and all necessary equipment.
• Opportunity for overseas training and travel.
• Yearly team outings, company trips, and internal clubs.
• English-language training programs.
• Free drinks, snacks, and parking.