Tropic is hiring a
Customer Support Specialist

Summary

The job description is for a Customer Support Specialist at Tropic, an AI-powered Intelligent Spend Management platform. The role involves handling customer support requests, triaging tickets, resolving issues, and collaborating with cross-functional teams. The ideal candidate has 1-2 years of experience in a customer support or service role.

Requirements

• 1-2 years experience in a customer support or service role
• Knowledge of support workflows, escalation processes, and ability to make recommendations to improve team efficiency
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to any audience
• Strong problem-solving skills and the ability to think critically and independently
• Detail-oriented with a commitment to thorough documentation and follow-up
• Process-oriented mindset, with the ability to identify and propose improvements to support processes
• Strong organizational skills, including the ability to manage multiple tasks and prioritize effectively
• Self-starter that is resourceful and will not stop until an issue is solved
• Collaborative team player who can work cross-functionally and build positive relationships with colleagues and customers

Responsibilities

• Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy
• Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution
• Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations
• Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions
• Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary
• Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction
• Cross-Functional Collaboration: Collaborate effectively with teams across the organization, including Customer Success, Operations, Product, Engineering, Implementation, and Account Management, to address customer needs and provide seamless support
• Knowledge Sharing: Identify opportunities for self-help resources and contribute to the development of knowledge base content, empowering customers to find answers to common questions

Preferred Qualifications

• Experience with a support ticketing system (Zendesk experience preferred)
• Familiarity with procurement software or related technologies is a big plus!

Benefits

• 100% medical, dental, & vision coverage for all employees + dependents
• Remote first work environment
• Optional offices in NYC and Denver
• Virtual & in-person meetups
• $1000 annual stipend for WFH, L&D, Wellness
• Unlimited flexible vacation and holiday time off
• 14 paid company holidays
• 12-week parental leave for all parents
• Online mental health therapy
• Commuter benefits, FSA, HSA
• Award-winning values and culture
• Equity refresh program
• 401k plan