Customer Success Specialist

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Job Title: Customer Success Specialist
Location: On-site 5 days per week – Brickell, Miami, FL
Type: Full Time / Direct Hire

Client Overview: Our client is a Miami-based startup transforming how people interact with government services. Using advanced AI, they streamline complex processes like passports, visas, and vehicle registration — making them faster, easier, and stress-free. Their vision is to make the customer experience seamless through our marketplace of trusted couriers.

As a Customer Success Specialist, you will balance quality service with high-volume output — making 150-200 outbound calls per day. It is crucial keeping the conversations focused, efficient, and results-driven. Success in this role means helping customers complete their applications, preventing cancellations or refunds, and maintaining a positive experience throughout. Most customer interactions are managed by our AI platform, in this role you will join a dedicated on-site team that handles escalations, retention outreach, and follow-up calls requiring a human touch. This is a fast-paced, performance-driven position where communication skill, focus, and consistency directly impact success. Being on time, maintaining impeccable attendance, and taking full responsibility for your performance are essential.

Responsibilities

• Make and manage a high volume of outbound calls (150-200 daily) through our AI platform
• Guide customers through passport, visa, and registration applications
• Maintain efficient call pacing — balancing quality, empathy, and productivity
• Focus on retention and refund prevention, resolving concerns quickly
• Document outcomes and feedback to improve AI workflows and customer experience
• Collaborate with teammates and product teams to enhance customer journeys
• Be punctual, reliable, and accountable every day

Qualifications

• 1+ year in a customer success, sales support, or call center environment
• Proven ability to manage high call volume with professionalism and consistency
• Strong verbal communication and persuasive problem-solving skills
• Experience with CRM or AI-driven tools (training provided)
• Excellent time management — able to stay productive and keep calls concise
• Dependable, punctual, and responsible with a strong work ethic
• Positive, team-oriented attitude with a competitive edge
• Bachelor’s degree preferred but not required
• Must be legally authorized to work in the U.S. (background check required)

Compensation & Benefits
? $50,000/year
? Parking pass provided
? Complimentary breakfast and snacks
? Aetna Health, Vision, Dental, and Life Insurance
?? 10 PTO days per year + most federal holidays off
? Growth opportunities within a high-performing startup

Why Join Our Client? You will be part of a team where speed, accountability, and service quality go hand in hand. You will help customers complete essential government services while contributing to a fast-scaling company that blends AI efficiency with human empathy.

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.