Customer Support Specialist

Summary

Join Espresa's growing team as a Customer Support Specialist and provide exceptional service to members and enterprise clients. You will resolve support tickets across various channels, manage escalations, and maintain high customer satisfaction. Key responsibilities include efficient ticket resolution, escalation handling, key account support, content management, and service excellence. The role requires strong communication, problem-solving, and time management skills. You will work 9am-5pm EST, Monday-Friday. Espresa offers a competitive benefits package.

Requirements

• Proven ability to handle multiple priorities with exceptional attention to detail
• Strong phone and written communication skills with the ability to convey empathy, clarity, and professionalism in real time
• Comfort with data, technology, and systems such as MS Office, Google Suite, and Zendesk
• Persistence and high energy with a proactive problem-solving mindset
• Exceptional time management and task prioritization skills
• Willingness to grow in a fast-paced environment, with a team-first attitude

Responsibilities

• Support Ticket Resolution: Efficiently handle and resolve member inquiries and support tickets across various communication channels. Aim to achieve and exceed monthly solve goals and maintain high CSAT ratings
• Escalation Handling: Take ownership of escalated support cases with urgency and professionalism. Collaborate cross-functionally with internal teams to resolve complex issues quickly and thoroughly
• Key Account Support: Provide high-touch, personalized service for designated enterprise and strategic accounts. Build relationships with benefits team stakeholders by maintaining knowledge of account history, preferences, and program structure
• Content Management: Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements
• Service Excellence: Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported. Ensure thorough follow-through and documentation for all member-facing communications
• Conflict Resolution & De-Escalation: Excel at de-escalating challenging situations with empathy, professionalism, and composure. You’ll use proven communication techniques, a solutions-focused mindset, and emotional intelligence to navigate difficult conversations, turning frustration into trust
• Team Collaboration: Serve as a supportive team player and empathizer within the team. Foster a collaborative environment and ask for assistance proactively when needed
• Customer Experience Insights: Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities. Communicate key findings and suggest enhancements to the product or process teams

Preferred Qualifications

Experience managing escalations or interfacing directly with enterprise customers is a strong plus

Benefits

• Health
• Retirement
• Lifestyle Spending Account
• Generous PTO