Customer Success Representative

Mid seniorFull time, 40 hours per weekFlexible availability across US time zones (EST, CST, PST) including weekendsReports to: Head of Merchant SuccessJob descriptionWe’re looking for a Customer Success Representative with strong technical skills and prior hands on experience using AI tooling and vibe coding as part of their daily workflow. The ideal candidate is comfortable working with AI powered builders, troubleshooting technical issues, and supporting merchants in building and refining their websites. Experience and a solid understanding of the subscription commerce landscape and ecommerce platforms is a strong plus. This is a fully remote, full time role requiring flexibility across US time zones and occasional weekend availability.Job purposeAs a Customer Success Representative you play a critical role in supporting Subbly merchants in successfully running and growing their businesses while contributing to adoption and effective use of Subbly’s AI Website Builder. You provide prompt, friendly, and effective support across chat and email via Intercom, live calls or daily webinars hosted via Google Meet, and community channels such as Slack and Facebook.You work hands on with merchants inside the AI Website Builder, helping them shape, refine, and troubleshoot their site builds. You also act as a bridge between merchants and Subbly’s product and engineering teams by advocating for customer needs, identifying recurring patterns, and surfacing actionable insights based on real world usage.Duties and responsibilitiesAct as first responder to inbound inquiries from merchants, customers, partners, and leads across all channels including Intercom, Slack, and FacebookProvide hands on support inside the AI Website Builder including tailoring prompts, debugging layouts, and assisting merchants in achieving high quality website outputsMaintain deep understanding of Subbly’s ecosystem including AI tooling, competitive positioning, platform limitations, and best practice workaroundsModerate and engage in Slack and Facebook communities with a strong focus on education, tone, and vibe based engagementAction inbound requests related to billing, product education, feature use cases, and technical troubleshootingEscalate technical errors, chargeback threats, irate customers, and undocumented edge cases with appropriate urgencyDocument solutions to FAQs, platform workflows, AI Website Builder instructions, and technical limitations through help articles and tutorial videosDraft merchant facing communications including feature announcements, onboarding flows, and technical issue updatesCollaborate with cross functional teams by documenting and escalating feature requests, integration needs, and product improvementsVibe coding and AI tooling experience (plus)Experience with AI assisted building tools such as Lovable, Bolt, Replit, or Base44Familiarity with AI driven website or UI generation platforms such as Vercel v0, Builder.io AI, Framer AI, Wix ADI, or similar toolsAbility to iterate on AI outputs, improve prompt quality, and guide merchants toward best practices when using AI powered buildersAccountabilitiesMerchant satisfaction and long term retentionAI Website Builder adoption and build quality outcomesMerchant onboarding success rateCommunity engagement and education qualityKey metricsCustomer happiness scores in IntercomFirst response and resolution timesAI Website Builder usage and adoption rateChurn rateTrial to paid conversion rate influenced by Customer Success engagementKey stakeholdersSubbly merchantsHead of Merchant SuccessProduct teamEngineering teamQualifications and skillsAt least 2 years of proven experience in SaaS customer support, customer success, technical support, or account management rolesProficiency with AI tooling used on a daily basis, including OpenAI, Anthropic, Google models, and comparable AI platformsExperience with ecommerce or subscription platforms such as Shopify, Magento, BigCommerce, Squarespace, Wix, WooCommerce, Etsy, or WordPressStrong understanding of ecommerce best practicesExcellent written and verbal communication skills in English, additional languages such as French or Spanish are a plusExperience with Intercom, Slack, Loom, Asana, and Google WorkspaceCreative problem solver with strong attention to detailAbility to work flexible hours across EST, CST, and PST time zones including weekends when necessaryPlease mention the word **WISDOM** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.