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TimberBase, the leading platform for international transactions of lumber and building materials, is seeking a Digital Support Specialist to optimize our lead conversion process and to turn prospective customers and vendors into active users of the platform. The Digital Support Specialist will also work with sales, purchasing, and marketing to upload product information to TimberBase. As the first point of contact for new customers, the position will play a crucial role in guiding new users through the initial stages of our platform, ensuring they understand key features and realize its value.

Location: Grand Rapids, MI, Miami, FL, or Atlanta, GA

Objectives of this role:

• Qualify leads as users of TimberBase
• Gather and organize all information needed to establish TimberBase user accounts
• Monitor the setup progress and guide users through the initial next steps
• Compile all information needed to upload products to TimberBase
• Automate manual processes to make the experience of onboarding customers and products go as smoothly and efficiently as possible
• Act as a bridge between customer's expectations and the company's objectives
• Optimize training content within the platform to bring users up-to-speed quickly and increase engagement
• Improve the overall communication between all parties

Principle responsibilities include:

• Utilize CRM system to qualify leads, track feedback, and onboard new users
• Follow up with new users to ensure accounts are set up properly
• Consult with internal and external users to resolve issues during the introductory phase
• Optimize our in-platform training software to increase user engagement
• Refine and implement the onboarding of products to the TimberBase platform
• Report on key metrics related to business objectives
• Assist sales and purchasing with CRM initiatives and customer data management

Skills and qualifications:

• 3+ years of experience in Customer Support, Account Management, Customer Success, or a similar field
• Proficiency using CRM platforms and business systems
• A track record of hitting objectives and embracing new challenges
• Tech-savvy with the ability to quickly learn new programs and explain them to others
• Analytical and creative in finding solutions for customers
• Excellent communication skills, both verbal and written
• Ability to prioritize, multitask, and manage time effectively
• Passionate about improving processes and delivering a fantastic customer experience
• Bachelor's degree in business or related field
• Ability to travel