Customer Success Representative (Smart Answering)

Ready to be a part of something big? Join our team at SoundHound AI, where AI innovation and real-world impact come together. We unite voice AI, generative AI, and conversational AI to deliver powerful AI solutions that reimagine how people interact with the products and services they rely on. Whether it’s voice-enabling vehicles, streamlining patient journeys, or enhancing customer service, our multilingual, omnichannel AI technology touches the lives of hundreds of millions of people around the world.

The Customer Success Representative is a frontline ambassador for Smart Answering, dedicated to ensuring that our clients experience a smooth transition and derive maximum value from our solution. This role supports customer onboarding, addresses client inquiries, and builds lasting relationships by providing proactive and responsive support. In doing so, the Representative directly contributes to client retention and overall customer satisfaction, supporting the company’s strategic goal of fostering enduring client partnerships.

In this role, you will:

• Assist new customers during the onboarding process to ensure a seamless transition into using Smart Answering’s solutions.

• Provide timely and accurate responses to customer inquiries via phone, email, or chat, ensuring high levels of client satisfaction.

• Establish and nurture strong relationships with customers, acting as a trusted point of contact for ongoing support and issue resolution.

• Proactively follow up with clients to gauge satisfaction, gather feedback, and identify opportunities for additional support or service enhancements.

• Troubleshoot and resolve customer issues efficiently, ensuring minimal disruption to their operations.

• Escalate complex cases to the appropriate internal teams when necessary, while maintaining clear communication with the customer throughout the resolution process.

• Work closely with Sales, Product, and Engineering teams to relay customer feedback and contribute to continuous process and product improvements.

• Document customer interactions and resolutions accurately within the CRM system, ensuring data quality and supporting data-driven decision-making.

• Monitor customer success metrics such as satisfaction scores and resolution times, and report on trends to management.

• Engage in regular training and team meetings to continuously enhance skills and adopt best practices.

We would love to hear from you if:

• You have bachelor’s degree in Business, Communications, or a related field preferred.

• You have 1–3 years of experience in a customer service or client-facing role, ideally within the technology or SaaS industry.

• You have demonstrated commitment to understanding and meeting customer needs, ensuring a high-quality service experience.

• You have excellent communication skills to clearly articulate solutions and build rapport with diverse audiences.

• You have ability to identify customer challenges, propose effective solutions, and manage issues with a sense of urgency.

• You have experience with CRM systems and familiarity with data-driven customer support practices.

• You have prior exposure to customer success or technical support roles in a fast-paced environment.

• You have ability to understand customer perspectives and provide tailored support that addresses individual concerns.

• You have ensuring all customer interactions and follow-ups are accurately documented and executed.

• You have collaborating effectively with colleagues across departments to deliver comprehensive customer support.

This position is available for remote work across most of the United States. (** SoundHound AI DOES NOT offer employment in Alabama, Alaska, Delaware, Iowa, Maine, Mississippi, Missouri, New Hampshire, North Dakota, Rhode Island, South Carolina, South Dakota, Vermont, West Virginia, Wisconsin, and Wyoming. Regardless of workplace arrangement, employees within a 60-mile radius of a SoundHound AI office are expected to work from the office on three pre-scheduled, company-wide “core days” per month to encourage cross-team connection and in-person collaboration.

The estimated salary for this position is $47,000 - $75,000 plus equity. In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits. Our recruiting team will provide a specific salary range based on location and years of experience.

By working at SoundHound AI, you will join hundreds of employees across the globe who strive every day to create exceptional AI-powered experiences for customers, employees, and patients. We are a values-driven company that is supportive of one another, open and honest, undaunted by challenges, nimble and focused, and determined to excel and win.

Our mission is to build voice AI for the world and use our global, diverse perspectives to achieve real generational breakthroughs. SoundHound ensures that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other employment benefits.

Learn more about our philosophy, benefits, and culture at https://www.soundhound.com/careers. 

To view our job applicant privacy policy, please visit https://static.soundhound.com/corpus/ta/applicantprivacynotice.html.

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