FAQ About Customer Success Specialist
Hi everyone, if you’re reading this that means you have an interest in the Customer Success Specialist position. In Niagahoster we believe that candidness is a value that we need to embrace, in this case, we are trying to provide you with clear and concise information related to the role. So, before applying for this position or if you already applied and are preparing for an interview with us please take a look at this article.
1. Could you describe how a CS specialist’s day looks like?
- The first week is dedicated for all new members to familiarize themselves with the company, its culture, values and the daily tools they will be working with.
- During the training period, all new members go through a series of practical and theoretical tasks: reading, building/fixing/breaking websites, participating in workshops, doing simulations, check-up tests and working with the customers under the monitoring of mentors.
- After training, you are integrated to work with your team as an independent employee, whose priority is learning every day and helping our customers with a big scope of topics via live-chat and email.
- From day 1, everyone is invested in your growth: mentors and Team Leads will conduct 1on1s and call sessions while the team will help you out via Q&A sessions and constant contact through our communication platform Slack.
2. Will I work only with live chat support?
Mostly yes. The Customer Success team also offers email support. The CS Lithuania team is also responsible for the company’s phone calls (roughly 4 a day), however, they do not provide technical support via phone. The phone duty is usually delegated to the more experienced members of the team. Other CS locales do not have any phone duties.
3. What is the structure of the CS department?
The Customer Success department has 2 main branches of the Customer Success team: (1) Customer Success Specialists team, who work directly with the customers, and (2) Operations team, who aid the Customer Success Specialists operational needs.
Customer Success Specialists
- The Customer Success Specialist teams are divided into locales according to their languages.
- The English locale consists of 3 teams: Lithuania (LTU), Indonesia (ID-Global) and England (EN) Remote.
- The LTU team is a unique team as it works in 2 languages: Lithuanian and English. Each TL leads a batch of roughly 15 people and are directly responsible for their performance, development and well-being.
Customer Success Operations
- Customer Success Operations squad is divided into 3 teams: Training, Quality Assurance and Technical.
- The training team focuses on the 1st month of training for the Customer Success Specialists.
- The Quality Assurance team focuses on boosting the quality of all specialists who have finished their training, regardless of their level.
- The Technical team focuses on the most difficult cases of our clients and offer guidance or solutions in more advanced technical issues.
4. What are the company’s expectations for me in 30/60/90 days of work?
- In the first month, we expect you to learn the basics of technical, product and communication knowledge; showcase good results during training; take ownership of your tasks and see them through to the end.
- After the second month, you should be able to adapt your training knowledge to your direct line of work; listen and react to feedback; show eagerness to learn.
- After 3 months, you should have a strong foundation of knowledge in web-hosting and Customer Success and knowledge where to seek assistance for specific cases. You should showcase responsibility for your customers and team performance and hunger to develop!
5. What do you teach in training?
- The training is focused on 3 main topics: communication, technical and product.
- Communication refers to the way you communicate with your customer – being proactive, positive, helpful and clear.
- Technical knowledge focuses on the IT side of the job – the training team covers topics such as web hosting, domains, email, DNS, Cpanel, websites and many more.
- Product knowledge is all about what Hostinger offers to the customer – and we offer a lot of products to maximize our customer experience!
6. How is the training conducted?
- During the training period, all new members go through a series of practical and theoretical tasks: reading, building/fixing/breaking websites, participating in workshops, doing simulations, check-up tests and working with the customers under the monitoring of mentors.
- From day 1, everyone is invested in your growth: mentors and Team Leads will conduct 1on1s and call sessions while the team will help you out via Q&A sessions and constant contact through our communication platform Slack.
7. What will my schedule after training look like?
Lithuania (LTU CS)
We work in 3 shifts: morning (07:00 – 15:00), evening (15:00-23:00) and night (23:00-07:00). Early requests can help you plan ahead and have a work schedule that is according to your availability. Note that the scheduler will give you an average of 4-5 night shifts per month. The number of night shifts can be increased by speaking with your direct Team Lead.
Indonesia – EN Remote
We comply with Indonesia regulations. 8 hours per day, 5 days per week.
Currently the schedule is made individually on weekly rotation (the schedule stays the same for a week and then it can shift to other hours) and is planned a month in advance. Please note that it can sometimes include late and weekend hours. Early requests can help you plan ahead and have a work schedule that is according to your availability.
8. Will my role as a CS specialist change over time?
Yes! After training, you will be working with simpler issues and learning how to focus on quality first. After you master quality, you will pick up the speed and get more challenging issues to work with. Once you get the hang of things and work independently, you will become a mid-level specialist and get a chance to lead a shift – guide others in order to have a good quality shift. After generating enough experience, you will progress to the senior role and also be invited to discussions for process optimization and improvement with the management team.
9. What are my growth opportunities?
All members of Hostinger are eligible for internal progression. Each promotion is offered through internal recruitment processes that are offered by the People Team – the job ad includes promotion criteria to make you eligible. We love CS candidates – they hold the advantage of having extensive knowledge about our product and our customer. For that reason, most of the promotions are offered to mid-level specialists with good results who have already obtained that knowledge that makes them so desirable.
10. How big of a bonus can I get from upsells?
There is no limit to your upsell bonus and it can only grow by percentage if you sell more.
11. How will my upsells be paid out?
Let’s take an example for a better understanding: If you make an upsell on the 1st of March, the customer has 30 days to refund it in case he is not happy with the purchase. If you upsell something that is useful for the customer, most likely they will not refund it and keep the product. On the 31st of March, your upsell is considered as complete and will be added to your next salary payment, which would be the 10th of April.
We hope those 11 frequently asked questions covered your questions related to the role. Good luck to you who are currently going on our recruitment process. Additionally, to strengthen your understanding towards our 10 values, you can check out this article: https://www.niagahoster.co.id/about-us.
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