Job Description

JOB SUMMARY

The Customer Success Representative (CSR) is a key member of DawnSignPress’s tech-driven support team, focused on delivering a seamless customer experience through FreshDesk ticket management, chatbot optimization, and live chat support.

This role is centered on solving customer issues efficiently via digital channels and collaborating with internal teams to ensure customer success.

Candidates must have prior experience managing a chatbot system and must be comfortable communicating with customers via Zoom, and ticketing platforms.

This is a fast-paced, technology-first role — ideal for candidates passionate about customer success, automation, and real-time problem solving.

ESSENTIAL FUNCTIONS

FreshDesk & Ticket Management

• Manage, monitor, and resolve incoming customer inquiries via FreshDesk ticketing system.
• Assign tickets as needed and ensure timely follow-up on escalated issues.
• Maintain accurate documentation of all customer interactions within FreshDesk.

Chatbot Oversight & Optimization

• Monitor and support customer interactions through our AI-driven chatbot.
• Identify gaps in chatbot performance and collaborate with the tech team to improve responses.
• Train and optimize the chatbot regularly to reflect current customer needs and DSP's offerings.
• Escalate complex issues that the chatbot cannot resolve to the appropriate internal staff.

Live Chat & Digital Customer Support

• Actively manage LiveChat sessions via FreshDesk; intervene in real-time when needed.
• Support customers through Slack-based communications when triggered from chatbot inquiries.
• Join Zoom calls with customers for escalated or unresolved technical issues.

Order Management & System Support

• Manually enter purchase orders for commercial accounts and special requests.
• Verify commercial account information is current and accurate.
• Synchronize web and Amazon orders into Acctivate (order processing system).
• Calculate and process quotes, including freight and shipping calculations; track expiration dates and follow up with customers.
• Resolve order synchronization issues (such as payment errors, character encoding issues, or quantity mismatches).
• Process voided and canceled orders, ensuring coordination across accounting, inventory, and fulfillment teams.

Returns Support

• Support customers through chatbot-managed return processes.
• Ensure return requests are routed and processed correctly in the system.
• Communicate with Abacus (3PL Provider) to ensure seamless communication on order returns. 

Communication & Collaboration

• Actively communicate with internal teams via Slack.
• Collaborate closely with accounting, fulfillment, and technical support teams to ensure smooth customer experiences.

REQUIREMENTS

Education & Experience:

• AA Degree or equivalent professional experience.
• Minimum 1 year of customer support and/or order management experience.
• Required: Prior experience using and managing a chatbot system (FreshDesk, Zendesk, Drift, Intercom, etc.).
• Experience working with order management systems such as Acctivate, NetSuite, or comparable platforms.
• Strong technical troubleshooting skills.

Skills:

• Strong written and verbal communication skills in English.
• Minimum two years of ASL study.
• Proficiency with FreshDesk or comparable CRM/ticketing systems.
• Comfort with Slack, Zoom, and other remote collaboration tools.
• Strong attention to detail when processing customer orders and transactions.
• Ability to work independently, prioritize tasks, and manage multiple support channels simultaneously.

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