Customer Success Associate
100% Remote | Long-Term Position | Global Market Coverage
About Uphance
Uphance is a unified apparel operations platform designed to help apparel brands manage product development, product data, production, inventory, orders, warehouse operations, accounting, payments, and reporting in one connected system. We help growing brands replace disconnected tools and manual processes with clearer, more efficient workflows.
About the Role
We are looking for a well-rounded Customer Success Associate who can confidently support customers, assist Customer Success Managers, participate in project meetings, demonstrate product functionality, and test newly developed features.
This is not a role focused on only one area. You will regularly move between customer communication, operational tasks, product demonstrations, spreadsheet work, and software testing. The right person will be adaptable, organized, detail-oriented, and comfortable taking ownership of different types of work.
We are looking for someone who wants to build a long-term career with Uphance. Reliability, consistency, and commitment are essential.
Key Responsibilities
1. Respond to customer chats in a professional, helpful, and timely manner.
2. Understand customer questions and provide clear, accurate guidance.
3. Complete tasks assigned by Customer Success Managers accurately and within agreed deadlines.
4. Attend customer project, onboarding, and implementation meetings when required.
5. Prepare and deliver demonstrations of specific Uphance features, workflows, or topics during project meetings.
6. Learn the Uphance platform thoroughly and explain technical or operational concepts in a simple, customer-friendly way.
7. Test newly developed features and updates before or after release.
8. Follow testing scenarios, identify unexpected behavior, and document issues clearly.
9. Provide detailed feedback, screenshots, test data, and steps to reproduce issues when reporting bugs.
10. Create, review, clean, and manage customer data using Microsoft Excel or Google Sheets.
11. Coordinate effectively with Customer Success Managers and other internal teams.
12. Keep accurate notes and provide clear updates on assigned tasks, customer concerns, testing results, and project progress.
13. Escalate complex customer or product issues with complete and useful context.
14. Support customers according to the assigned market and working schedule.
What We Are Looking For
- Excellent written and verbal English communication skills.
- Strong customer service and interpersonal skills.
- Very good Microsoft Excel skills, including confidence working with: Formulas and functions
VLOOKUP
COUNTIG
SUMIF
Data validation
Data cleaning and reconciliation
Large spreadsheets and CSV files
- Confidence speaking during online meetings and presenting software demonstrations.
- Ability to understand software workflows and explain them clearly to customers.
- Strong attention to detail, especially when working with customer data or testing product functionality.
- Good problem-solving and analytical skills.
- Ability to manage multiple responsibilities and switch between different types of tasks.
- A proactive attitude and willingness to learn without needing constant supervision.
- Strong organizational and time-management skills.
- Dependability, professionalism, and consistent attendance.
- Ability to work independently in a fully remote environment.
- A genuine interest in a stable, long-term position.
- This is a 100% remote position.
- Uphance serves customers across several global markets: Australia and New Zealand, Europe and the United Kingdom, United States and Canada. Depending on business requirements, you may be assigned to support any of these markets. Your working hours may therefore follow an AU/NZ, EU/UK, or US/Canada schedule, regardless of your local timezone.
- Applicants must be comfortable working consistently within the schedule assigned to them. Flexibility regarding working hours is important for this role.
The Ideal Candidate
The ideal Customer Success Associate is someone who communicates exceptionally well, enjoys helping customers, learns software quickly, and is comfortable working with both people and data.
You should be equally willing to answer a customer chat, prepare an Excel file, complete a task for a Customer Success Manager, demonstrate a workflow during a project meeting, or test a newly developed feature. You take pride in producing accurate work and can be trusted to follow through on your responsibilities.
Most importantly, you are looking for a long-term opportunity and are committed to growing with the company.
How to Apply
Please submit your updated résumé or CV to [email protected].