Customer Support Specialist

Summary

Join a team that provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. We're seeking an experienced customer support champion with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO.

Requirements

• You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)
• You have advanced written communication skills
• You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
• You have excellent rapport-building ability with both customers and teammates
• You’ve got a proven track record of meeting or exceeding common customer support metrics
• You have the ability to multitask and handle multiple customer inquiries simultaneously
• You’re strong at problem-solving and you have the ability to think critically when addressing tasks
• You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
• If you have experience with SEO and/or digital marketing, this would be highly preferable, including common digital marketing channels
• Familiarity with SaaS platforms and related technologies

Responsibilities

• Deliver best-in-class live chat customer support in a timely manner
• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
• Apply critical thinking to troubleshoot technical issues
• Collaborate with Product and Engineering teams to resolve issues/bugs
• Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
• Ensure customers are well-supported and educated at every interaction
• Provide professional and friendly insights to customers when solving their problems
• Contribute to the success of our department by suggesting improvements to our processes and our product
• Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way