Customer Success Specialist

About MyPips:

MyPips is the leading order management platform for small and medium direct-to-consumer businesses in Israel. Our one-stop-shop SaaS platform allows merchants, producers, and entrepreneurs to start an online business in minutes and scale fast to a profitable and sustainable business.

Our customer base primarily comes from the fresh produce sector — farmers, buying groups, home chefs, pastry chefs, artisan bakers, and others — but extends to a wide range of passionate entrepreneurs.

At MyPips, our customers are more than just businesses — they are dedicated individuals building loyal and vibrant communities around themselves and their products. We are passionate about supporting their growth and success.

As one of our first Customer Success hires, you will play a key role in shaping processes, building relationships, and helping define how we grow and scale.

We're looking for a Customer Success professional who shares our commitment to excellence, service, and meaningful customer relationships.

This is what you are going to do:

• Be the main point of contact for our customers across various channels (phone, email, chat) to ensure their success and satisfaction, and resolve any support-related inquiries.
• Educate clients on best practices for using MyPips based on their specific business needs.
• Act as the bridge between customers and the company, collecting feedback on missing features, friction points, and opportunities for improvement and growth.
• Improve and optimize the customer onboarding process to drive faster adoption and success.
• Enhance existing training materials and processes and create new ones to better support customer education and self-service (text, images, video).
• Measure and track various customer success metrics and continuously see for quantitative improvement.
• Build and nurture a strong customer community and a shared knowledge base.

Responsibilities:

1. Customer Support

• Respond to customer inquiries via live chat, email and WhatsApp in a timely, friendly, and professional manner.
• Collect feedback on missing features and bug reports.
• Troubleshoot user issues while guiding them toward independent problem-solving in the future
• Provide guidance and best practices to help users achieve their goals.
• Reproduce, document and escalate technical bugs to developers when necessary.
• Maintain high customer satisfaction by offering proactive and solution-oriented support.

2. Help Center Documentation and Training

• Write and maintain clear, helpful Help Center articles.
• Translate product features into simple, easy-to-follow guides.
• Keep articles up to date based on product changes and user feedback.
• Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.
• Identify knowledge gaps and expand the Help Center accordingly.
• Create video tutorials and other helpful content

3. Customer Success

• Identifying capability requests raised by customers, analyzing their needs, documenting and tracking the requests, and working closely with the product manager.
• Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
• Analyze customer usage based on data - advantage.
• Improve onboarding customer process.
• Write content that will help customers succeed.
• Gather customer feedback and share with our Product team.

Requirements (advantage):

• Preferably previous experience of 2+ years in customer support (SaaS and/or eCommerce - advantage).
• Experience using tools like Intercom, Notion, Google Calendar, Gmail, and Slack – a big plus.
• Experience using tools like Loom, Canva, or any video and photo editors - a big plus.
• High level Hebrew speaker - both verbal and written.
• Familiarity with platforms such as Shopify, Wix, or BigCommerce.
• Proven Recommendation.
• Initial engagement will be freelance for a minimum of 3 months (80%–100% capacity), with an option to evolve into a long-term role.

What We're Looking For Beyond the Resume:

We're seeking someone who is:

• Familiarity with our industry is a plus.

• Sharp, professional, and holds themselves to high standards.

• Detail-oriented, thorough, and solution-focused, with a can-do attitude.

• Tech-comfortable – not afraid of systems, tools, or troubleshooting.

• Independent yet collaborative, structured and self-managed.

• Focused, accountable, and emotionally intelligent.

• A clear communicator with strong interpersonal skills and presence.

• Curious, passionate, eager to learn, and able to understand what’s needed without being told twice.