Customer Success Specialist

Company Description

Earlybird AI is a technology company focused on helping agencies and freelancers scale their businesses through automated lead generation. By putting prospecting and outreach on autopilot, Earlybird AI enables clients to attract up to 10x more Upwork clients with significantly less manual effort. The platform is designed to save time, boost revenue, and streamline how service providers find and win new work. Earlybird AI operates as a modern, growth-oriented startup, building tools that make client acquisition more efficient and predictable. More information about the company and its solutions is available at https://myearlybird.ai.

Role Description

This is a full-time remote role for a Customer Success Specialist at Earlybird AI. The primary goal of this role is retention - keeping our users active, successful, and unlikely to churn. Our internal systems automatically monitor user accounts and flag issues for you as tickets in ClickUp. Your job is to act on those flags quickly: analyze the account, follow our detailed playbook, and give the user concrete advice to get their results back on track.

Alongside customer success, you'll handle inbound customer support - answering user questions across our channels, booking and running short support and strategy calls, and resolving issues as they come up. You'll also occasionally create platform content (short tutorial videos and Notion guides from provided templates), and learn to run our onboarding process. All SOPs, playbooks, and templates already exist - your job is to execute them well and get sharper over time.

What you'll do

• Respond to inbound user messages across Telegram, Crisp, and Gmail - helping users with whatever they need
• Work through ClickUp tickets flagged by our automated monitoring system - analyze the account, follow our playbook to advise the user, and log the outcome
• Run occasional support/strategy calls (~15 min each, roughly 1–5 per week today, scaling as we grow)
• Give users specific, playbook-driven advice on getting better results from Earlybird and Upwork
• Film occasional tutorial videos and produce Notion guides/blogs from templates (roughly 1–2 short videos per month)
• Learn and eventually run our onboarding process for new users
• Keep user logs and account notes accurate and up to date

Compensation

• $2,000–$2,500/month, depending on experience
• Paid in USD
• Full-time, fully remote

Who we're looking for

• You've worked in customer success or support before and can run with established SOPs and playbooks
• Fluent, natural English - written and on video calls
• You're responsive and proactive: when an account gets flagged, you act on it
• You're organized and reliable with follow-ups, logging, and outreach
• You're coachable and genuinely want to get better at the role
• Comfortable in tools like ClickUp, Notion, Google Workspace, Crisp, Telegram, and Gmail
• Big Bonus: you understand Upwork and how freelancers/agencies win work, so your advice actually lands

How to apply

Send a 2-minute Loom answering one question: "A user messages you saying they've been using Earlybird for three weeks, haven't gotten results, and are thinking of canceling. What do you do, what do you say?"