Customer Success Specialist

About the role

As a Customer Success Specialist at Creem you will be the primary human contact for developers, founders and finance teams that rely on Creem’s money‑movement platform. You will guide merchants from application through onboarding, ensuring they receive timely support and that their feedback shapes product and policy decisions.

Key responsibilities

• Respond to merchant inquiries via email, community channels and feedback tools covering billing, tax, onboarding status and compliance.
• Conduct calls with merchants for onboarding, account reviews and regular check‑ins to understand their business and remove obstacles.
• Assist merchants with payout setup, identity verification and resolution of delayed or failed payouts.
• Review merchant submissions against KYB/KYC policies, acceptable‑use rules and risk thresholds, approving or escalating as needed.
• Handle operational compliance tasks such as document collection and manual product checks.
• Tri­age technical issues to engineering, route compliance escalations, and feed product feedback into the roadmap.
• Identify recurring problems and drive process improvements, documentation or automation requests.

Required profile

• 2+ years of customer‑facing experience in success, support, account management or operations.
• Excellent written communication in English, able to stay clear and calm under pressure.
• Strong operational rigor with a clear audit trail of decisions.
• Quick to adopt new tools and dashboards, comfortable running SQL queries when needed.

Required skills

• SQL
• Reading and interpreting API documentation
• Using AI‑based assistants to increase productivity

What we offer

• Highly competitive salary package.
• Comprehensive relocation assistance and visa support.
• Dedicated budget for learning, conferences and resources.
• Flexible time‑off policy trusting you to manage your energy.
• Regular team gatherings in exciting locations.
• Direct impact on product decisions through merchant insights.