Senior Customer Support Specialist

Job Description

We're looking for amazing Senior Customer Support Specialists who love to help people!

Key responsibilities:

• Assist in handling queries via chat and email
• Complete process analysis to improve the way the team works on tasks, alongside helping the team to identify and implement new processes
• Assist in completing individual team projects per quarter
• Have a direct impact on client issues and autonomously handle high-level questions
• Provide the best service to users and create an outstanding experience for all our clients and their employees

Requirements

• 5+ years of customer support experience, with recent experience in a fast-paced, customer-focused environment (product or service-based)
  
• Experience with high escalations, handling time-sensitive customer concerns
  
• Experience in managing cases involving coordination between clients, third-party vendors, is a plus!
  
• Advanced speaking/writing in English
  
• Microsoft Office (Word, OneDrive, Excel, Etc.)
  
• Able to generate reports and analyze customer support processes
  
• Advanced computer skills
  
• Experience with Zendesk is a plus!
  

Characteristics:

• Empathetic and compassionate
  
• Proactive and confident to deal with conflict situations and high escalations
  
• Ability to work on your own and with a team
  
• Not afraid to take on challenges
  
• Great eye for processes and ways to find solutions and improve tasks
  
• Honest and transparent
  

* This position is hybrid