Customer Success Specialist

Customer Support Specialist 

Location: Downtown Miami

Reports To: Steven Alvarez

Join GoTu, a dynamic, growth-stage company that's revolutionizing the dental industry. Our cutting-edge on-demand web and mobile platform seamlessly connects licensed dental professionals with dental offices, meeting both temporary and full-time staffing needs. At GoTu, innovation meets meaningful relationships to empower practices and professionals alike.

We are seeking a proactive and empathetic Customer Support Specialist who will play a key role in ensuring a seamless and positive experience for dental professionals and offices using the GoTu platform. The ideal candidate thrives in a  high-volume customer engagement environment, has Salesforce proficiency, and excels in delivering quality service and measurable performance outcomes.

Key Responsibilities:

In this role, you will…

• Deliver exceptional, high-touch customer support to both dental professionals and offices through multiple communication channels (phone, text, and email).
• Proactively educate customers on GoTu’s platform functionality, troubleshoot technical issues, and guide them through solutions with clarity and empathy.
• Utilize Salesforce Service Cloud to manage, document, and resolve cases efficiently while maintaining accuracy and accountability in every interaction.
• Handle a high case volume while maintaining a strong focus on customer satisfaction (CSAT), first-contact resolution (FCR), and response-time metrics as measured through weekly scorecards.
• Prioritize and resolve customer issues based on urgency and impact, demonstrating sound judgment and a commitment to fast, effective resolution.
• Collaborate with cross-functional teams\including Product Development and Operations, to identify recurring issues and advocate for continuous platform improvement. Company policies to navigate complex or ambiguous situations and problem-solving skills to deliver fair, professional, and timely solutions.Uphold GoTu’s culture of service excellence by maintaining professionalism, patience, and empathy in all interactions.

Learn More:

https://joingotu.com

• 2+ years in customer service, ideally within a high-volume call center environment
• Experience with Salesforce Service Cloud or similar CRM systems (Zendesk, HubSpot, etc.).
• Strong written and verbal communication skills; bilingual (English/Spanish) is a plus.
• Proven ability to thrive in a fast-paced, metrics-driven environment with high customer interaction volume.
• Strong active listening and comprehension skills to ensure customers feel heard, valued, and supported.
• High attention to detail with accuracy and thoroughness is part of your standard.
• Excellent time management and multitasking skills
• Values-driven professional who exemplifies GoTu’s Core Values and commitment to exceptional service in every interaction.
• Thrive in a fast-paced, high-growth environment
• Relentless commitment to advocating for diversity, equity, and inclusion, and a sincere commitment to our mission

GoTu Technology, Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you are passionate about driving enterprise growth and building meaningful relationships, we invite you to apply and be part of our innovative team.