Customer Support Advocate: Deliver Exceptional Client Experiences
2 days ago
About the Role
As a key member of our support team, you will be the primary point of contact for clients, responsible for delivering exceptional customer experiences from initial inquiry through to resolution.
You will play a vital role in expanding our support capabilities, maintaining comprehensive knowledge resources, and streamlining processes to ensure seamless collaboration with colleagues across the organization.
Responsibilities
- Become an expert in all aspects of our platform, developing a deep understanding of its features and capabilities.
- Own customer communications and issues from initial contact until resolution, ensuring timely and effective issue resolution.
- Gather valuable customer feedback and contribute to product development, shaping the direction of our platform.
- Identify areas for improvement and work closely with the development team to escalate bugs, solve complex problems, or obtain missing information.
- Develop and refine processes to scale support as the business grows, ensuring efficient and effective operations.
- Create and maintain both internal and customer-facing documentation, including knowledge base articles and other supporting materials.
Requirements
- Prior experience in a customer support role, with a proven track record of delivering excellent results.
- Proficiency in various software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
- Excellent verbal and written communication skills for creating professional documents and presenting to clients.
- Strong time management and organizational skills for prioritizing tasks and meeting deadlines.
We Offer
- A competitive salary and employee stock options from day one.
- 20 days accrued annual leave/vacation, plus 10 wellbeing days for self-care and family time.
- Health, dental, and vision benefits from day one.
- An annual education allowance to support your professional growth.
- A dynamic and supportive team environment that encourages learning and collaboration.
- A quarterly wellness allowance to spend on your wellbeing and interests.
Diversity Matters
We are committed to fostering a diverse and inclusive workplace, welcoming applications from candidates with varying backgrounds and perspectives.
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