Upvista Digital
Careers
Customer Service
Deliver exceptional customer experiences and build lasting relationships that drive client success and satisfaction.
About Customer Service
The Customer Service team at Upvista Digital is the front line of client success, responsible for ensuring that every client interaction is positive, helpful, and valuable. We are dedicated to understanding client needs, resolving issues quickly, and providing ongoing support that helps our clients achieve their business goals.
Our team handles a wide range of client interactions including technical support, account management, onboarding assistance, and general inquiries. We work closely with development, sales, and other teams to ensure that client concerns are addressed comprehensively and that our services continue to meet evolving client needs.
We believe that exceptional customer service is the foundation of long-term client relationships and business success. Our team is passionate about helping clients succeed, building trust through consistent and reliable support, and contributing to Upvista's reputation for outstanding client service.
What We Do
Technical Support
We provide comprehensive technical support to help clients resolve issues, understand product features, and optimize their use of our services. Our support includes troubleshooting, configuration assistance, and guidance on best practices to ensure clients get maximum value from our solutions.
Client Onboarding
We guide new clients through the onboarding process, ensuring they understand how to use our services effectively and can start seeing value quickly. Our onboarding includes training sessions, resource sharing, and ongoing check-ins to ensure successful implementation.
Account Management
We maintain ongoing relationships with clients, monitoring their satisfaction, identifying opportunities for growth, and ensuring that their needs are being met. Our account management includes regular check-ins, performance reviews, and proactive communication about updates and improvements.
Issue Resolution
We respond quickly and effectively to client issues, working with internal teams to resolve problems and prevent future occurrences. Our issue resolution process includes thorough investigation, clear communication, and follow-up to ensure client satisfaction and continuous improvement.
Team Structure & Roles
Senior Customer Success Manager
Lead client relationships, manage key accounts, and mentor team members. 5+ years experience required.
Customer Support Specialist
Provide technical support, resolve client issues, and ensure client satisfaction across multiple channels.
Client Onboarding Specialist
Guide new clients through onboarding process, provide training, and ensure successful implementation.
Account Manager
Manage ongoing client relationships, monitor satisfaction, and identify growth opportunities.
Technical Support Engineer
Provide advanced technical support, troubleshoot complex issues, and work with development teams.
Customer Success Coordinator
Support customer success initiatives, coordinate client communications, and maintain client databases.
Support Team Lead
Lead support teams, manage workflows, and ensure consistent quality of client interactions.
Client Relations Manager
Manage strategic client relationships, handle escalations, and ensure client retention and satisfaction.
Customer Service Manager
Oversee customer service operations, manage team performance, and ensure service excellence.
Work Culture & Environment
Remote-First Client-Focused Environment
Our customer service team operates in a remote-first environment that supports client success and relationship building. We provide access to customer relationship management tools, communication platforms, and support systems. Our communication emphasizes client satisfaction, team collaboration, and continuous improvement.
We have flexible working hours to accommodate different time zones and client schedules. Core collaboration hours are 10 AM - 3 PM EST, but we understand that client support often requires availability during their business hours.
Client-Success Culture
We foster a client-success culture where every team member is focused on helping clients achieve their goals. Regular client feedback reviews, success story sharing, and collaborative problem-solving ensure that we continuously improve our service delivery and client satisfaction.
Collaborative Support
We emphasize collaborative support where team members work together to resolve complex issues and share knowledge. Regular team meetings, knowledge sharing sessions, and cross-training ensure that our team can provide comprehensive support to all clients.
Career Development
Learning & Development
We invest heavily in our customer service team's growth through access to customer service conferences (Customer Success Summit, Support Driven), training programs, and certification courses. Each team member has a personal development budget for courses, books, tools, and conference attendance.
Career Paths
We offer multiple career paths: Individual Contributor (Specialist → Senior Specialist → Principal Specialist) and Leadership (Team Lead → Manager → Director of Customer Success). We support both paths equally and help you develop the skills needed for your chosen direction.
Onboarding Process
New customer service team members go through a comprehensive 4-week onboarding program that includes product training, client communication guidelines, and support tool familiarization. You'll be paired with a senior team member mentor who will guide you through your first client interactions and help you understand our service standards.
What We Expect
Client-First Mindset
Strong commitment to client success with ability to understand client needs, provide helpful solutions, and build positive relationships that drive long-term satisfaction and loyalty.
Communication Excellence
Exceptional communication skills to interact professionally with clients, explain complex concepts clearly, and maintain positive relationships through various communication channels.
Problem-Solving Skills
Strong analytical and problem-solving abilities to quickly understand issues, identify solutions, and work with internal teams to resolve client concerns effectively and efficiently.
Technical Understanding
Basic understanding of technical concepts and ability to learn about our products and services to provide accurate support and guidance to clients with varying technical backgrounds.
Empathy & Patience
Strong empathy and patience to understand client frustrations, provide compassionate support, and maintain professionalism even in challenging situations while focusing on positive outcomes.
Ready to Deliver Exceptional Service?
Be part of a team that's committed to client success. Join us and help build lasting relationships that drive business growth.