Customer Support Specialist
August 8
🏢 In-office - San Francisco
Description
• Provide prompt and professional customer support and constantly look for solutions to ensure customer satisfaction. • Communicate in a clear, concise, and empathetic manner with customers and manage expectations. • Maintain timely and accurate record keeping and contact database. • Ensure timely resolution of customer issues by meeting SLA requirements and prioritizing issues for escalation. • Monitor customer feedback and identify recurring issues to recommend improvements to products and services. • Participate in regular team meetings to share insights and updates on customers issues and feedback. Identify areas of concern with accounts and proactively build a strategy to improve their experience with support of the Customer Success team. • Act as the voice of the customer within the organization. Advocate for customer needs, provide feedback to product team, and collaborate with cross-functional teams to address customer concerns and deliver solutions that drive customer success. • Build the deep product knowledge needed to draft product education materials for our Knowledge Base.
Requirements
• 1+ years of experience in a support or customer facing role. • Familiarity with support ticketing systems like zendesk, Hubspot (preferred), SalesForce or freshdesk • Technical aptitude and ability to learn new software quickly • Experience effectively triaging issues and resolving problems • Strong verbal and written communication skills; you can patiently, professionally and effectively communicate with a diverse and multicultural group of peers across time • Highly organized. You keep track of needs and priorities across a wide customer base and can juggle competing priorities • Nimble and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment • A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity • You believe feedback is a gift. You can thoughtfully share feedback to others as needed, and you can receive feedback and grow from it • Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work • Strong proficiency in Google Workspace programs, Microsoft Office Suite
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