Customer Success Associate

About Us
As one of the leading agencies in Portugal, our reputation for excellence is a testament to our philosophy of pushing the boundaries in textile sourcing and production.

Over the years, we have brought our expertise and industry insight to 150+ apparel, fashion, and luxury clients, working exclusively with factories that share our ethos of transparency, quality, and environmental responsibility.

We believe that exceptional products require not only a deep understanding of the industry, but also an unwavering dedication to constant improvement and innovation. That’s why we approach every project by leveraging our extensive network of suppliers to explore and adopt new trends in manufacturing, technology, and sustainability.

We are committed to minimising our environmental impact, supporting ethical practices, and promoting positive social change to create a more inspiring future for all.

Job Summary
We are seeking an enthusiastic and detail-oriented Customer Success Associate to join our growing team at Assembly. This role will be pivotal in providing top-tier customer support for inbound sales and post-order communications. Reporting directly to the CRO, the person in this role will support a team of two Account Executives (AEs), with the potential for further growth. The ideal candidate will have strong communication skills, a customer-first mindset, and a knack for streamlining processes.

Key Responsabilities
Inbound Sales Support:

• Respond promptly to inbound inquiries via email and social media, providing detailed information about Assembly’s services and products.
• Assist potential clients in navigating the Assembly Studio, helping them select garments, customize designs, and understand pricing and timelines.
• Qualify leads and collaborate with the sales team to convert inquiries into orders.

Customer Onboarding:

• Guide new clients through the onboarding process, ensuring they are comfortable using the Assembly Studio and aware of all customization options.
• Provide personalized demonstrations of the Assembly Studio, highlighting key features and answering any questions.

Order Management and Post-Order Care:

• Monitor customer orders from inception to delivery, ensuring all specifications are met and timelines adhered to.
• Address any issues that arise during production, working closely with the supply chain team to resolve problems quickly and efficiently.
• Provide updates to clients throughout the production process, maintaining clear and proactive communication.

Customer Relationship Management:

• Develop strong relationships with clients, understanding their needs and ensuring exceptional service.
• Collect feedback post-delivery to identify areas for improvement and ensure client satisfaction.
• Work with the marketing team to identify opportunities for upselling and cross-selling additional services.

Process Improvement:

• Gather and analyze customer feedback to identify trends and recommend improvements to the Assembly Studio and overall customer experience.
• Collaborate with the product development team to ensure customer insights are incorporated into future product features.

Preferred Qualifications (Must-have/Nice-to-have)
Must Have:

• 5+ years of experience in a customer-facing role (sales support, account management, or customer success).
• Strong communication skills, both written and verbal, with an ability to articulate complex information clearly and effectively.
• Proven track record of managing multiple projects and priorities in a fast-paced environment.
• Experience with CRM systems (Like Hubspot) and tools for tracking leads, managing orders, and client communication.
• Strong problem-solving skills with a focus on customer satisfaction.
• Highly organized with great attention to detail.

Nice to Have:

• Experience in the fashion, apparel, or customization industry.
• Familiarity with supply chain processes and order management systems.
• Proficiency with sales and customer service software such as HubSpot or Zendesk.
• Experience working with design tools or a willingness to learn how to assist with basic design customization needs.
• Multilingual skills (Portuguese, German, or French would be a plus, given the team locations).

Benefits & Working Conditions

• The hiring budget for this position is in the range of € 25,000 to € 30,000 (yearly gross salary).
• Health insurance coverage.
• Flexible work schedules that promote work-life balance.
• Generous allocation of 26 vacation days per year.
• Collaborative and supportive work environment.
• Opportunity for professional growth and development.
• Modern and well-equipped office space in a convenient location.