Support Specialist

Responsibilities

• Provide prompt and professional customer support by handling a high volume of phone calls, emails, and chats from customers and vendors.
• Respond to customer inquiries, complaints, and requests for assistance with timely and effective solutions.
• Troubleshoot and problem-solve by identifying and resolving customer issues, including investigating technical problems, offering guidance on product usage, or escalating complex issues.
• Communicate effectively with customers in a clear, concise, and empathetic manner, explaining complex concepts or technical information accessibly.
• Manage customer expectations by setting realistic resolution timelines, providing proactive updates, and maintaining open communication.
• Document and track customer interactions, including issue details and resolution steps, for continuity and follow-up.
• Collaborate with internal teams such as Account Management, Operations, and Product to relay customer feedback, report bugs, and contribute to improvements in customer experience.
• Continuously improve customer support processes by identifying enhancements, suggesting optimizations, and enhancing customer satisfaction.

Requirements

• Strong verbal and written communication skills for clear and empathetic customer interactions.
• Excellent problem-solving abilities to analyze issues, identify root causes, and propose solutions.
• Customer-centric mindset with a genuine desire to help, commitment to exceptional service, empathy, and remaining calm under pressure.
• Strong multitasking and time management skills to handle multiple inquiries simultaneously.
• High attention to detail for accurate documentation, tracking, and follow-up.
• Ability to work well in a team, collaborate effectively, and provide feedback.
• Adaptability and willingness to learn new tools, technologies, and processes.
• Resilience and effective stress management to maintain service levels during demanding situations.

Nice-to-Haves

• 1+ years of customer support or related experience, especially in SaaS, e-commerce, or startup environments.
• Experience working with CRMs such as Zendesk.

Compensation and Benefits

• Anticipated pay range: $24 - $27 per hour.
• Competitive compensation package including stock options.
• Robust medical, dental, vision, and wellness benefits.
• Flexible time off policies.
• Employer-sponsored 401(k) + match.
• Actual compensation commensurate with experience, qualifications, knowledge, and skills.