Job Details

Customer Success Specialist

Capability | Knoxville, TN | Full-Time, In-Office | Starting at $21/hour + guaranteed raises + quarterly bonus

About Us

Capability is a training and operations company based in Knoxville, Tennessee. We help organizations develop their people and run their work better. Our library of 1,000+ professionally produced courses covers safety, human resources, leadership, Human and Organizational Performance (HOP), and more. It sits alongside a fast-growing software platform that brings training, qualifications, corrective actions, forms, assets, work orders, and more into one place.

We're a small team, which means the work you do here gets noticed. Your ideas get heard, and you'll see the impact you make on our clients and our product.

About the Role

We're looking for a Customer Success Specialist to be the friendly, reliable voice of Capability. You'll own our clients' experience from the first login onward: getting them set up, answering their questions, solving problems, and making sure every customer walks away feeling taken care of. You'll also be our last set of eyes on quality, reviewing courses and materials before they go out the door.

This isn't a role where you answer the phone and stay in the same seat for years. It's the front door to a career at Capability. You'll learn our platform inside and out, get to know our clients, and build real knowledge of how great organizations train their people and manage their work. That's the foundation for where you go next.

You don't need a background in training, safety, or operations. You do need patience, follow-through, and the kind of communication skills that turn a frustrated customer into a loyal one.

What You'll Do

• Be the first point of contact for clients by phone, email, and chat, and see every issue through to resolution

• Onboard new clients and get them up and running on the platform, including course access, enrollments, and account setup

• Build relationships with the clients you support so they trust you, rely on you, and stick with us

• Perform quality control reviews on courses and materials before delivery

• Work alongside our production and marketing teams to keep projects and requests moving

• Test new platform features and share what you're hearing from clients, so your feedback directly shapes what we build next

• Keep documentation and records organized and up to date

Your Pay and Guaranteed Raises

We believe in rewarding people who show up and do the work. Your raises at 6 and 12 months are guaranteed and built into your offer from day one. On top of that, you can earn a performance bonus of up to $400 every quarter for keeping clients happy and helping our accounts grow. Compensation starts at $21 hour DOE.

Where This Role Can Take You

We hire for this role with the future in mind. As you grow, so does your path here, and it keeps getting bigger as our platform grows:

Customer Success Specialist

Where you start. Learn the platform, learn how our clients work, and become the person our clients count on.

Customer Success Manager

Own your own group of client accounts. Lead onboarding, guide clients through renewals, and help them get more out of Capability.

Where you go from there

Depending on your strengths and interests, the path can open to future roles and responsibilities.

What You'll Get

• Full health insurance for you, with the option to upgrade your plan

• Paid time off ten personal days per year with an additional eleven federal holidays covered

• Guaranteed raises at 6 and 12 months

• Quarterly performance bonus of up to $400, tied to response times, client reviews, and account growth

• A real career path with room to grow into account management, implementation, product, or training

• Direct access to leadership and a team where your work and your ideas matter

What We're Looking For

• Experience in customer support, account management, or a similar role

• Strong written and verbal communication skills

• Detail-oriented, especially when reviewing content or managing multiple accounts

• Comfortable learning and testing new software

• Someone who takes ownership, solves problems without being asked twice, and treats customers with patience and care

• Curiosity about where this role could lead, and the drive to grow into it