Virtual Assistant – Customer Success

US Energy Windows & Door LLC is seeking a Virtual Assistant to join our Customer Success team. In this full-time role, you'll be the primary point of contact for our customers, helping them resolve issues, adopt our product, and achieve their goals. You'll work cross-functionally with product and engineering teams to improve our service and drive customer satisfaction.

We're looking for a U.S based customer-focused Virtual Assistant to deliver exceptional support and help our users succeed with our product. You'll be the voice of our company—responding to inquiries, troubleshooting issues, and turning customer challenges into opportunities to improve our service.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner

• Troubleshoot product issues and guide customers to effective solutions

• Document common issues and contribute to the help centre knowledge base

• Escalate complex technical issues to the engineering team with clear context and documentation

• Track and report on support trends, resolution times, and customer satisfaction metrics

• Onboard new customers and support product adoption through guidance and training

• Identify patterns in customer feedback and communicate insights to product and leadership teams

• Maintain detailed records of customer interactions and resolutions