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
Requirements
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.