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Customer Success Specialist at Hireframe. We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing resources, including help center content, training materials, and self-service support documentation.. This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.. Customer Support & Engagement. . Provide ongoing tactical support to CS leads for high-touch customers.. . Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses. . Track and document customer feedback, trends, and common pain points to inform internal teams.. . Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.. . Identify upsell opportunities for low-touch customers and proactively flag them.. . Oversee low-touch customers to ensure retention and satisfaction. . Customer Education. . Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.. . Support the development of curriculum and training materials for LMS (Learning Management System).. . Build onboarding and training collateral tailored to different customer segments.. . Develop resources that align with the customer journey to drive adoption and retention.. . Collaborate with CS, Product, and Marketing teams to ensure content is up-to-date and aligned with customer needs.. . . 2+ years of experience in customer education, customer support, or a related role in B2B SaaS. . . Excellent written and verbal communication skills – you can create clear, concise, and engaging content. . . Strong project management and multitasking abilities – you can manage multiple priorities in a fast-paced environment. . . Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, Microsoft Office. . . A problem-solver who thrives on helping customers and proactively improving processes. . . Highly organized and detail-oriented, with a methodical approach to accomplishing tasks. . . Experience working in a startup environment and the ability to adapt to evolving priorities. . . Ability to ramp up quickly and take ownership of tasks with minimal supervision. . . A proactive, customer-first mindset with a passion for delivering value. . . Flexible hours to accommodate customer coverage across time zones.. . Company Location: Mexico.