Resolves complex customer inquiries, owns support areas, analyzes feedback trends, improves workflows and product processes, mentors contractors, and enhances self-service resources to reduce support volume. The role requires strong platform expertise, independent prioritization, excellent written communication, and a proactive approach to improving customer experience.
The Role
The Customer Success Specialist plays a pivotal role in delivering exceptional customer experiences while shaping the future of our platform. This is an opportunity for a seasoned support professional to take ownership of complex challenges, influence product improvements, and mentor others—all while making a meaningful impact on both our customers and our internal operations.
In this role, you won’t just solve problems—you’ll help define better ways of working, elevate the customer experience, and serve as a trusted voice between our users and product teams.
In this role, you won’t just solve problems—you’ll help define better ways of working, elevate the customer experience, and serve as a trusted voice between our users and product teams.
What You'll Be Doing
- Resolve complex and nuanced customer inquiries that require deep product expertise, critical thinking, and tailored solutions
- Own and continuously refine specific support areas, ensuring accuracy, consistency, and a high standard of service
- Identify patterns in customer feedback, uncover root causes of issues, and proactively surface insights that drive meaningful improvements
- Partner closely with Senior Specialists and leadership to enhance workflows, optimize processes, and influence product evolution
- Mentor and support contractors, helping to elevate team performance and foster a culture of learning and collaboration
- Proactively reduce inbound support volume by improving self-service resources, documentation, and internal tools
What We Are Looking For
- 3+ years of experience in customer support or customer success, ideally in a fast-paced or technical environment
- Strong understanding of platform workflows, support tools, and handling complex or edge-case scenarios
- Proven ability to work independently, prioritize effectively, and navigate ambiguity with confidence
- Exceptional written communication skills with a focus on clarity, empathy, and problem resolution
- A proactive mindset with experience identifying trends and driving improvements that enhance the customer experience
Why Work at Too Lost
- 🏥 Health Insurance — Employer-provided health coverage via Anthem Blue Cross Blue Shield, plus Dental, Vision, and Life Insurance
- 💪 Wellness Packages — Up to $100/month toward gym memberships and wellness opportunities
- 🎵 Free Music Distribution — A free Too Lost account with unlimited music distribution, for life
- 🌴 Paid Time Off — Two weeks guaranteed PTO plus additional paid holidays
- 🎉 Events & Discounts — Company-sponsored events and partner discounts
- 🕐 Flexible Schedule — Flexible hours and remote roles available
- 💰 401(k) Plan — Participation in our available 401(k) plans
- 📈 Competitive Compensation — Competitive base salaries with opportunities for commissions and bonuses
We invest in our team with comprehensive benefits designed to support your health, growth, and creativity.
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
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- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
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- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
