Customer Support Specialist

About This Role

Deliver exceptional customer support across multiple channels, resolving technical and procedural issues with professionalism and empathy. This role is pivotal to upholding trust, safety, and transparency for our users.

Responsibilities

• Deliver high-quality customer support via phone, email, and chat, maintaining empathy, clarity, and professionalism in all interactions
• Quickly troubleshoot and resolve complex technical and procedural issues, escalating when necessary to ensure timely resolutions
• Manage a high volume of inbound inquiries, prioritizing tasks effectively to meet customer needs
• Engage in proactive outreach and follow-up to prevent recurring issues and improve overall customer satisfaction
• Contribute to the development and enhancement of knowledge base content by identifying support trends and customer pain points
• Collaborate cross-functionally with product, engineering, and operations teams to relay customer feedback and suggest improvements to enhance the user experience
• Maintain accurate documentation of customer interactions and issue resolutions within support systems
• Participate in ongoing training and professional development to stay current with product updates and support best practices

Requirements

• 1+ years of customer support experience in high-volume environments (contact centers, SaaS, startups)
• Exceptional verbal and written communication skills with active listening and reading comprehension
• Proven ability to troubleshoot software and hardware issues across multiple platforms and tools
• High proficiency in multitasking and managing multiple systems simultaneously with accuracy
• Strong resilience, self-management, and a commitment to continuous learning and improvement
• Experience working with customer support tools and CRM systems
• Ability to handle sensitive information with confidentiality and professionalism

Qualifications

• 1+ years of customer support experience in high-volume environments such as contact centers, SaaS platforms, or startups

Skills

* Required skills

Benefits