Customer Success Strategist I

Who We Are

SimpleCitizen is a tech-based immigration company with a special focus on helping immigrants and their families with their Immigration journeys; we take innovative technological approaches to provide services that effectively meet their needs. SimpleCitizen has provided immigration support to thousands of immigrants, and their families, even in the midst of rapidly changing immigration policies.  Since our founding in 2014, we’ve built a reputation of doing whatever it takes to help lawful immigrants to the United States obtain Permanent Residency, and Citizenship, at a fraction of the cost and time of traditional alternatives, while consistently providing a delightful customer experience evidenced by our world-class net promoter score.  In 2020, SimpleCitizen was acquired by Fragomen—an AMLaw 100 law firm and leading immigration legal services provider in the United States and around the world. For nearly 70 years, Fragomen has been exclusively dedicated to providing immigration guidance and support. The Fragomen organization has a global footprint with over 50 offices worldwide in more than 170 countries. Fragomen’s professionals are recognized as the world’s preeminent immigration thought leaders in their respective jurisdictions.  Opportunities to truly disrupt an industry are not that common, but this is one of them. In partnership with Fragomen, the stage is set for SimpleCitizen to transform the multi-billion-dollar immigration industry. We will win because of our uncompromising customer focus and our innovative approach to technology. To achieve this bold mission, we’ll need the help of the best people in all aspects of our business.

What We’re Looking For

We’re looking for a Customer Success Strategist to join our Customer Success Team. You will work closely with the rest of the Customer Success Team, specifically, other Customer Success Strategists (CSS). In this role,  you will spend time growing your knowledge about Immigration and related processes. You will take the knowledge of immigration processes and support the Customer’s assigned specifically to you. Our Customers are looking for an alternative to the typical process that’s experienced with Immigration Attorneys. When they use our software, they choose a specific case type (Citizenship, Green Card) and then input their personal information specific to their case. Our software will create a PDF version of their immigration paperwork when they are done. You will manage the paperwork of our Customers by ensuring a complete and accurate review of their PDFs by our Attorneys and support Customers to implement any Attorney Feedback given. This paperwork will eventually be printed and mailed to the Customers, who will sign (and attach payments) it and then mail it to USCIS. You will also  support our Customers), and potential customers, with any questions they may have via live chat support. You will be expected to come into the office 2-3 times a week to print and ship any of the Team’s completed Customer applications for the day. By providing support in this role, you will expand and improve the experience of our Customers, and in doing so, shape the immigration experience for thousands of people and their families around the globe.

Responsibilities:

• Streamline processes & procedures to eliminate inefficiency & improve effectiveness with our customer success outreach
• Gain & maintain a solid knowledge of the SimpleCitizen's software while acting as a resource for product road-maps
• Guide Customers through their immigration process via live chat, phone, & email
• Coordinate with SimpleCitizen’s Partnering Attorneys to identify items that need to be addressed throughout the application review process
• Support Customers in their review to make sure their application is accurate & complete
• Assist in application preparation, assembly, & mailing customers’ immigration applications

Requirements:

• Bachelor’s Degree or equivalent work experience with strong performance
• Passion for building customer relationships and solving customer needs
• Strong sense of accountability, attention to detail, & work ethic
• Empathy for immigrants & the challenges they face throughout the immigration process
• Comfortability, drive, & a go-getting mentality in a fast-paced, startup environment
• Ability to multitask & prioritize activities

Recommended:

• Background in U.S. immigration &/or GlobalMobility

Benefits:

Our top priority is to ensure that while our employees are making a difference in the world, we can also make a difference in theirs. We hope that by providing our employees with benefits they want and feel empowered by, we can give them the support they need to excel in their professional and personal lives. Below is a short list of just a few of our favorite benefits at SimpleCitizen.

• Competitive salary: $52,000-$57,000 per year
• Eligibility for quarterly bonuses based on performance, after probationary period
• Unlimited PTO
• Up to 14 Weeks Parental Leave
• Full Medical, Vision, Dental Benefits
• Hybrid work arrangements available, after probationary period
• Growth-Centered Work Environment

Salary : $52,000 - $57,000