Customer Success Specialist

About Us:

IQVentures is a fast-growing startup, building a cutting-edge conversational analytics platform for the Contact Center as a Service (CCaaS) industry. Our solution helps businesses unlock insights from customer interactions, automate quality assurance, and enhance agent performance at scale.

Role Overview:

We’re seeking a proactive and detail-oriented Customer Success Specialist to support the delivery and customization of our conversational analytics platform. You’ll work directly with our Customer Success and Product teams to tailor AI-driven insights to client needs, fine-tune automated scorecards, and ensure a smooth onboarding and support experience.

This role is ideal for someone early in their career who’s excited about the intersection of customer success, analytics, and emerging AI technologies.

Responsibilities:

• Assist with onboarding new customers, including gathering requirements and configuring initial prompt and scorecard      settings.
• Refine and test AI prompts to improve detection of intents, complaints, sentiment, and agent behaviors.
• Adjust automated QA scorecards and intents to reflect client-specific goals and metrics.
• Support clients with platform customization requests and day-to-day configuration needs.
• Analyze conversation samples to identify areas for intent improvement or scoring logic refinement.
• Collaborate with the Product and CS teams to ensure client feedback informs future updates.
• (Optional/Future Growth) Join client meetings to support solution discussions or training sessions.
• Other tasks and projects as assigned

Qualifications:

• College degree preferred and/or 2-5 years of experience in similar or customer-facing roles, such as account management, sales, or customer success
• Exposure to CCaaS, contact center operations, or conversational AI.
• Analytical mindset and strong attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage time effectively for multiple projects and tasks simultaneously.
• Comfort working with AI tools or NLP-based systems (no coding required).
• A strong desire to grow in a customer-facing or technical support role.

Nice to Have:

• Experience working with QA scorecards or call evaluation tools.
• Familiarity with AI prompt crafting or intent taxonomy.
• Background in SaaS or startup environments.