Customer Support Specialist

Job Description

REQUIREMENTS

• 2+ years of experience in customer support or complaints management
• Strong problem solving skills, assertiveness, and proven ability to overcome obstacles and drive resolution
• Empathy and emotional intelligence to manage sensitive or frustrated customers and handle high pressure situations calmly
• Strong verbal and written communication skills applicable to phone etiquette and email composition
• Comfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.
• Home office with reliable internet, webcam and microphone capabilities
• Flexibility to work weekend shifts and travel once a quarter

RESPONSIBILITIES

• Handle customer issues over various channels like phone, email, etc., resolving them quickly and effectively
• Investigate complex cases, identify root causes, and work cross-functionally to find solutions
• Communicate clearly and empathetically with customers, ensuring a positive experience even in difficult situations including cancellation requests and preventing churn
• Track and document escalated cases, trends, and resolutions to inform process improvements
• Collaborate with product, operations, and support teams to implement solutions and improve workflows

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