Enterprise Support Associate

Responsibilities

• Manage and resolve provider support cases through email and phone, providing timely, high-quality responses.
• Own the full support-case lifecycle in Salesforce, including triage, status updates, documentation, and closure.
• Proactively identify provider needs and recommend solutions and improvements.
• Escalate complex issues to appropriate internal teams and follow up through resolution.
• Collaborate with onboarding partners, client success managers, and account executives to deliver a unified provider experience.
• Maintain accuracy and attention to detail in provider data and communications.
• Meet or exceed productivity and quality KPIs, including response times and satisfaction scores.
• Learn and adapt to new processes, tools, and product updates.
• Participate in team meetings, training, and process-improvement initiatives.

Requirements

• 3+ years of experience in customer support or customer success roles involving email and voice support at a service-based company.
• Exceptional written and verbal communication skills.
• Strong organization, analytical ability, and attention to detail.
• Ability to work in a fast-paced environment and adapt to change.
• Initiative, ownership, and resourcefulness in problem-solving.
• Proficiency with Microsoft Excel or spreadsheets and CRM tools such as Salesforce.
• Willingness to work US shifts and collaborate with global teams.
• Customer focus and empathy.
• Strong multitasking and prioritization skills.
• Ability to work independently and collaboratively.
• Resilience and commitment to continuous learning.

Benefits

• Competitive compensation and medical insurance.
• Daycare/creche facility.
• Wellness programs and resources.
• Cellphone and Wi-Fi reimbursement.
• Parental leave and annual health check-ups.
• Sabbatical leave for long-term employees.