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About Niural

Niural is a leader in modern payroll and HR technology - with the most powerful suite of products  that covers payroll in the US and globally in 150+ countries. Niural is named after neural networks, the founding blocks of artificial intelligence, and is a trailblazer in leveraging AI to streamline payroll and HR operations for companies small and big. We pride ourselves on fostering an inclusive and down-to-earth culture that encourages innovation, values diverse perspectives, and promotes a sense of belonging. Our founders are repeat entrepreneurs with several successful exits under their belt and were the builders of the original AI SuperAgents - way before ChatGPT existed. 

About the job

Niural is a global hiring company, and as a Customer Success Specialist, you will be the primary point of contact for customer inquiries, troubleshooting issues, and ensuring a seamless experience with our products. You will proactively engage with customers to drive adoption, enhance satisfaction, and collaborate with cross-functional teams to improve our offerings. This role requires strong problem-solving skills, excellent communication, and a customer-first approach in a fast-paced environment. If you thrive on delivering exceptional customer experiences and want to make an impact, we encourage you to apply!

Responsibilities

  • Serve as the primary point of contact for customer inquiries via phone, email, and chat, ensuring prompt and professional responses.
  • Diagnose, troubleshoot, and resolve customer issues, escalating complex cases when necessary to ensure resolution.
  • Proactively engage with customers to drive product adoption, enhance satisfaction, and reduce churn.
  • Monitor customer health metrics and provide actionable insights to improve customer retention and experience.
  • Educate customers on platform features, updates, and best practices to maximize their success.
  • Collaborate cross-functionally with Sales, Product, and Engineering teams to relay customer feedback and drive continuous improvements.
  • Contribute to self-service resources by creating and maintaining knowledge base articles, FAQs, and training materials.
  • Maintain accurate records of customer interactions, inquiries, and resolutions within CRM and support systems.
  • Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction (CSAT) scores.
  • Identify opportunities for process and product enhancements by analyzing customer feedback and support trends.

About You

You will thrive in this role if:

  • You have a customer-first mindset, with the ability to troubleshoot issues, provide clear solutions, and ensure a seamless customer experience.
  • You possess strong communication skills, both written and verbal, and can effectively engage with customers, team members, and cross-functional stakeholders.
  • You are detail-oriented and proactive, capable of managing multiple customer interactions simultaneously while maintaining accuracy and efficiency.
  • You thrive in a fast-paced environment, adapting to evolving customer needs and continuously seeking ways to improve support processes.
  • You are solution-driven, leveraging data and customer feedback to identify trends, improve workflows, and enhance the overall customer journey.
  • You have a technical aptitude, quickly learning new tools, systems, and product features to support customers effectively.
  • You are a team player, collaborating with internal teams to share insights, resolve complex issues, and contribute to a positive customer experience.

Requirements

  • Experience:
    • 1-3 years of experience in Customer Success, Account Management, Technical Support, or a similar role (preferably in SaaS, fintech, or HR tech industries).
    • Experience in global hiring, payroll, or compliance-related services is a plus.
  • Skills & Competencies:
    • Excellent verbal and written communication skills in English.
    • Strong problem-solving abilities and the ability to de-escalate challenging situations.
    • Highly organized with attention to detail and the ability to manage multiple customer interactions effectively.
    • Comfortable working with CRM tools, ticketing systems (e.g., Zendesk, Freshdesk), and collaboration tools (e.g., Slack, Notion, Jira).
    • Ability to thrive in a fast-paced, evolving environment while maintaining a customer-first approach.
  • Technical & Industry Knowledge:
    • Basic understanding of HR tech, global payroll, employment compliance, and SaaS platforms is a plus.
    • Willingness to learn and adapt to new technologies and customer service best practices.

What We Offer

  • Competitive salary package designed to reward your expertise and contributions.
  • Access to continuous learning and career advancement programs.
  • Supportive and collaborative work environment where ideas are valued and teamwork is encouraged.
  • Complimentary snacks and dinner provided to keep you energized throughout the shift.
  • Company transportation for safe and hassle-free home drop-offs after work hours.
  • Laptop and monitor provided to support your productivity.

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