Customer Success Representative, SoundHound
Smart Answering
$47-75k
Plus equity
More information about location
Conversational AI platform
Be an early applicant
Conversational AI platform
201-500 employees
Be an early applicant
$47-75k
Plus equity
More information about location
201-500 employees
Company mission
To create a voice AI platform that exceeds human capabilities and brings value and delight via an ecosystem of billions of products enhanced by innovation and monetization opportunities.
Role
Who you are
- You have bachelor’s degree in Business, Communications, or a related field preferred
- You have 1–3 years of experience in a customer service or client-facing role, ideally within the technology or SaaS industry
- You have demonstrated commitment to understanding and meeting customer needs, ensuring a high-quality service experience
- You have excellent communication skills to clearly articulate solutions and build rapport with diverse audiences
- You have ability to identify customer challenges, propose effective solutions, and manage issues with a sense of urgency
- You have experience with CRM systems and familiarity with data-driven customer support practices
- You have prior exposure to customer success or technical support roles in a fast-paced environment
- You have ability to understand customer perspectives and provide tailored support that addresses individual concerns
- You have ensuring all customer interactions and follow-ups are accurately documented and executed
- You have collaborating effectively with colleagues across departments to deliver comprehensive customer support
What the job involves
- The Customer Success Representative is a frontline ambassador for Smart Answering, dedicated to ensuring that our clients experience a smooth transition and derive maximum value from our solution
- This role supports customer onboarding, addresses client inquiries, and builds lasting relationships by providing proactive and responsive support
- In doing so, the Representative directly contributes to client retention and overall customer satisfaction, supporting the company’s strategic goal of fostering enduring client partnerships
- Assist new customers during the onboarding process to ensure a seamless transition into using Smart Answering’s solutions
- Provide timely and accurate responses to customer inquiries via phone, email, or chat, ensuring high levels of client satisfaction
- Establish and nurture strong relationships with customers, acting as a trusted point of contact for ongoing support and issue resolution
- Proactively follow up with clients to gauge satisfaction, gather feedback, and identify opportunities for additional support or service enhancements
- Troubleshoot and resolve customer issues efficiently, ensuring minimal disruption to their operations
- Escalate complex cases to the appropriate internal teams when necessary, while maintaining clear communication with the customer throughout the resolution process
- Work closely with Sales, Product, and Engineering teams to relay customer feedback and contribute to continuous process and product improvements
- Document customer interactions and resolutions accurately within the CRM system, ensuring data quality and supporting data-driven decision-making
- Monitor customer success metrics such as satisfaction scores and resolution times, and report on trends to management
- Engage in regular training and team meetings to continuously enhance skills and adopt best practices
Our take
The world is becoming ever more voice-enabled, and SoundHound have been working for over a decade on their voice AI and conversational intelligence technology to stay ahead. The applications for top tier tech of this sort are vast, from automotive innovation through to restaurant management, and SoundHound is firmly leading the pack.
SoundHound has developed products with unrivalled accuracy across nearly two dozen languages, giving them a real edge over Google and Amazon’s competing products. To consolidate this lead, the company also made a number of strategic, big-name partnerships to broaden their products’ uptake, with the likes of Tencent, Hyundai, Nvidia, and Samsung counted among them.
By keeping its products customizable and broadly applicable, SoundHound was successful in its IPO bid, which will cement its position globally as the sector continues to develop. Although taking a hit from the poor economic climate, alongside many of its fellows, the company has secured post-IPO funds. It paid off its post-IPO debt in 2024, making it lighter on its feet as it captures new markets and customers in the voice-enabled AI sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-29% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2018
$100m
LATE VC
Jan 2017
$75m
SERIES D
Total funding: $215m
Company benefits
- Competitive Salary
- Team Events & Happy Hours
- Comprehensive Medical Insurance
- Employee Recognition
- Equity Plans
- Catered Lunches & Tasty Snacks
Company HQ
Santa Clara, CA
Leadership
Keyvan Mohajer
(CEO )Having taken a PhD at Stanford, Keyvan worked as CTO of InsuranceHotline.com before founding ZumoSoftware, where they spent 4 years as CTO. They founded SoundHound in December 2004, while at Stanford, and have served since as President and CEO.
Majid Emami
(CSO & SVP of Engineering)After graduating Stanford University, they went onto co-found SoundHound as VP of Engineering, before becoming CSO and SVP of Engineering in 2022.
James Hom
(CPO)Having earned their Bachelor's Degree in Computer Science from Stanford University, they went onto co-found SoundHound. First, they lead all product development as VP of Products, before becoming CPO.
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