Customer Success Agent

Rayyan Systems, Inc. is seeking a Customer Success Agent to join our growing team. The ideal candidate will be passionate about empowering users, streamlining support experiences, and contributing to the foundation of our Customer Success function. This role will support customers through onboarding, support tickets, training webinars, and ongoing value realization, with a strong emphasis on efficiency and knowledge-sharing.

About Rayyan

Rayyan is a SaaS research collaboration platform, featuring an AI-assisted workbench to help accelerate the process of searching, extracting, and synthesizing relevant information from research papers to inform evidence-based decision-making, including evidence-based medicine.

Job Location: Rayyan Systems, Inc. is headquartered in Cambridge, Massachusetts, United States. The job is remote.

Key Responsibilities

- Respond to customer inquiries via Zendesk - Guide customers through onboarding journeys and ensure their success - Prepare users for upgrades, renewals, and feature adoption milestones - Create and maintain knowledge base articles - Host webinars and training sessions to support user enablement - Identify and implement AI/automation tools to streamline support workflows - Monitor customer health, engagement, and proactively address challenges - Gather user feedback and collaborate with Product and Engineering - Contribute to building the Customer Success function and internal playbooks

Qualifications

- Fluency in English - 2+ years in Customer Success, Support, or SaaS roles - Familiarity with Zendesk or similar support platforms - Experience using CRM tools (Zoho CRM is a plus) - Ability to host and facilitate webinars or online training - Passion for customer education and lifecycle engagement - Strong documentation and knowledge-sharing mindset - Process-oriented with a drive to identify improvements and automation - A collaborative team player with a desire to help improve the customer experience

Skills

- Fluency in English - Zendesk, CRM (Zoho CRM preferred) - Webinar tools - Microsoft Office 365 - Ability to adopt new tools quickly and AI-based support systems - Fluency and literacy in additional languages a plus.

Why Join Rayyan.ai?

- Work on a meaningful product that impacts global research - Join a mission-driven and globally distributed team - Help shape the Customer Success experience - Flexible working hours and fully remote work culture - Reimbursement toward health/fitness expenses - Learning and development reimbursement benefit

Rayyan Systems is an equal opportunity employer.