Junior Customer Success

I support merchants using Youding’s POS ecosystem, including software, printers, hardware devices, online menus, and online ordering websites. My role covers both customer-facing support and internal operational support, ensuring smooth daily operations for customers and the team.

On the customer side, I handle live chat, calls, onboarding, troubleshooting, and follow-ups. Most issues involve system usage gaps, printer configuration problems, or software bugs, which I either resolve directly through clear guidance or escalate to the technical team using Jira when development support is required.

I work closely with all departments: sales, developers, HR, and accounting to onboard new customers, test hardware, set up venues, and ensure systems are ready before customer usage. I translate technical issues into simple, non-technical explanations so merchants can focus on running their business instead of understanding the system.

Internally, I focus on improving how the Customer Success team operates. I create reusable resources such as video guides, user documentation, internal dashboards, templates, and workflow tools. I also built internal software utilities to speed up tasks like bulk product setup, image processing, and QR code extraction, helping the team work faster and more consistently.

Customers I support are generally satisfied due to clear explanations that connect system usage directly to their business operations, allowing them to act confidently and efficiently.

My projects

I filled in what our department is missing.

Customer Success Tool

This tool is designed to speed up product setup within the Customer Success department by enabling bulk image compression, image renaming, format conversion to accepted standards, QR code verification, and more. By automating these tasks, it reduces product setup time by up to 75%, allowing Customer Success teams to focus on higher-value tasks instead of manual setup work.

Guide Poster

These posters aim to establish a more professional image for the Customer Success department while making it easier for customers to understand what to do and where to go. Previously, guidance was delivered through text messages, voice calls, or video guides, with each team member using their own method and repeating the same explanations whenever needed. With these posters, the information becomes a centralized resource that all team members can use to guide customers consistently, eliminating the need for repeated manual explanations.

Customer Success Sticker

I also created a Telegram sticker set for the Customer Success team, helping to establish and reinforce brand identity within Youding.