Customer Success & Support Specialist (TrulyInbox)

About TrulyInbox

TrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably.

With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here. It's a competitive advantage.

The Role

We're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues fast, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.

Roles & Responsibilities

Support & Issue Resolution

Handle inbound support requests across email, chat, and all active support channels

Resolve customer issues quickly and follow up to confirm every ticket is genuinely closed

Identify recurring issues and escalate them to Engineering or Product as systemic bugs with clear evidence

Build and maintain a knowledge base that reduces repeat queries and enables customer self-service

Track and improve response time, resolution time, and CSAT per ticket

Customer Feedback & Voice of Customer

Collect NPS and CSAT scores at defined moments across the customer journey

Run exit interviews with every churned customer to uncover the real reason behind cancellations

Synthesise qualitative feedback into structured, actionable insights for Product and the founding team

Identify and report the top 3 churn reasons each month with supporting evidence

Surface customer language that Marketing can use in messaging, copy, and positioning

Expansion & Advocacy

Identify customers ready to expand (more seats, higher plan, or add-ons) and pass them to Sales with full context

Build and run a referral and advocacy programme for highly satisfied customers

Develop case studies and testimonials from successful customer stories in partnership with Marketing

Own the ongoing relationship with Scale and Enterprise accounts as they grow

Who You Are

1 to 3 years of experience in customer support, customer success, or account management at a SaaS company

Excellent written communication across technical explanations, customer escalations, and insight reports

Naturally organised with strong follow-through on tickets, feedback documentation, and follow-ups

You think in patterns - when multiple customers raise the same issue, you flag it, document it, and push for a fix

Comfortable with support tools like Intercom, Freshdesk, Zendesk, or similar

Bonus: Familiarity with cold email workflows, outbound sales tools, or email deliverability

What Success Looks Like In 90 Days

First response time consistently under 4 hours across all channels

A structured knowledge base is live and reducing repeat ticket volume

NPS and CSAT collection is running at defined customer touchpoints

First monthly churn report delivered to the founding team with evidence and recommendations

At least one customer identified and passed to Sales as expansion-ready

A shortlist of satisfied customers identified for the advocacy programme

Why TrulyInbox

Real Ownership - You won't be managing a queue. You'll own the entire post-signup customer relationship with a direct line to the founder and product team.

Your Feedback Ships - Insights from your customer conversations directly influence what gets built, fixed, and prioritised.

Room to Grow - Clear path to Senior CSE, Customer Success Manager, or a specialist Voice of Customer role as the team scales.

Perks & Benefits

Performance-linked incentives

Annual learning budget (courses, tools, events)

Health insurance allowance

Annual offsite retreat

Fast-track growth to Senior CSE or Customer Success Manager