Customer Success Support Specialist

As Articulate’s Customer Success Support Specialist, you will be responsible for managing, answering, and rerouting incoming phone calls and chats from existing customers. This newly created role will be responsible for ensuring a timely and positive outcome for our growing base of customers on the Articulate 360 and Rise product lines.

The Customer Success Support Specialist is passionate about providing an outstanding experience for our customers. You will leverage your broad understanding of Articulate 360 to provide efficient customer assistance in a high-volume, fast-paced live environment. During times when there are no incoming calls or chats, the Customer Success Support Specialist will perform additional customer success activities as assigned.

What you'll do:

  • Maintain coverage of customer support communication via incoming phone calls and live chats during business hours
  • Work collaboratively with other Articulate teams to deliver an exceptional customer experience
  • Answer customer inquiries or transfer more complex questions to the appropriate Customer Success team member
  • Track and report data from calls and chats for high-priority customer issues  
  • Collaborate with leadership to improve customer self-service options Other customer success support duties as assigned

What you should have:

  • A minimum of 2 years’ experience in a customer success, business development, or sales support role
  • Detail-oriented and able to manage high-volume activities from multiple sources
  • Self-directed and proactive in a 100% remote environment
  • Effective at multitasking
  • Experienced with using and able to create, manage, and update contact and opportunity information
  • Available during requested business hours, Monday – Friday, to respond to incoming inquiries
  • Outstanding written and verbal communication skills
  • A thoughtful, trustworthy doer
  • BA or BS degree or equivalent experience

About Articulate

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002 and led by CEO Lucy Suros, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective.

Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 106,000 customers in 161 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2020 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other.  In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.

Articulate welcomes different voices and viewpoints and does not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, native language, pregnancy status, physical size, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.

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