Customer Support Specialist
24 hours ago
We are seeking a highly skilled and experienced Customer Support Specialist to join our team on an 18-month fixed term contract. The ideal candidate will be the first point of contact for clients, owning customer communications from initial request through to resolution.
The successful candidate will have excellent communication skills, both written and verbal, and be able to work autonomously as part of a global team. They will be responsible for providing exceptional support to clients, identifying issues and engaging with the development team to escalate bugs or solve problems.
The role requires a high level of attention to detail, organizational skills and ability to multitask in a fast-paced environment. The Customer Support Specialist will also play a key role in scaling our support function, maintaining knowledge base resources and improving processes.
Responsibilities- Provide exceptional support to clients via Intercom and occasional phone conversations
- Own customer communications and issues from initial contact until resolution
- Collect customer feedback and influence the direction of the product
- Identify issues and engage with the development team to escalate bugs or solve problems
- Develop and improve processes to scale support with the growing business
- Create and maintain internal and customer-facing documentation such as knowledge base articles
- Previous experience in a customer support role
- Proficiency with various software systems
- Excellent written and oral communication skills
- Good time management and organisational skills
- Ability to listen to concerns and handle criticism without taking it personally
- Engage in robust and articulate dialogue while maintaining an open mind
- Competitive salary and employee stock options
- Health/Dental/Vision benefits
- Education allowance and professional development funding
- Flexible working options and home office support
- Employee recognition and wellness programs
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