Overview:

We are growing our team in the Philippines! As a Customer Support Specialist, you will play a pivotal role in ensuring the highest level of customer satisfaction by providing expert assistance and resolving complex inquiries or issues. You will serve as a mentor to junior support team members, lead by example, and contribute to the continuous improvement of our customer support processes.

Responsibilities:

• Provide advanced technical and non-technical support to customers' emails (no phone calls).
• Act as a subject matter expert on our products/services, demonstrating deep knowledge and understanding to effectively address customer inquiries and concerns.
• Resolve escalated support tickets and complex customer issues in a timely and professional manner, ensuring resolution and customer satisfaction.
• Mentor and coach junior support team members, providing guidance, training, and support to enhance their skills and knowledge.
• Collaborate cross-functionally with other departments, including product development, sales, and marketing, to communicate customer feedback and drive improvements.
• Analyze support metrics and customer feedback data to identify trends, patterns, and areas for improvement, informing strategic decision-making and resource allocation.
• Contribute to the development and maintenance of the company's knowledge base, FAQs, and support documentation to facilitate customer self-service and improve support efficiency.
• Participate in special projects or initiatives aimed at enhancing the customer support experience and achieving organizational goals.

Requirements

• Bachelor’s degree
• At least 5 years of experience in client support or customer service.
• Strong technical aptitude and ability to quickly learn and understand complex products/services.
• Proficiency in using customer support tools and systems, such as Zendesk, JIRA, Intercom.
• Ability to thrive in a fast-paced environment, prioritize tasks effectively, and manage multiple priorities simultaneously.
• Passion for delivering outstanding customer experiences and a commitment to continuous improvement.
• Excellent problem-solving skills and the ability to work collaboratively with international teams across different time zones.
• Fluent in English
• MUST be able to work a 9-hour shift within the US EST timezone 8:00 am to 8:00 pm

We are offering a salary of PHP 450,000-500,000 for this role dependent on years of experience