Senior Customer Support Associate
Senior Customer Support Associate
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Job Description
Job Summary:
We are seeking a highly motivated and experienced Senior Customer Support Associate to join our team. In this role you will serve as a key point of contact for our customers ensuring their inquiries are resolved efficiently and professionally. You will also play a critical role in mentoring junior team members improving support processes and escalating critical issues to appropriate teams.
Key Responsibilities:
Provide high-quality customer service across multiple channels (email chat phone).
Resolve complex and escalated customer issues with a focus on first-contact resolution.
Act as a point of contact for support team escalations and help troubleshoot challenging cases.
Mentor and support junior associates to help improve their performance and knowledge.
Identify trends in customer issues and communicate feedback to product engineering or relevant teams.
Document internal processes and contribute to the creation and maintenance of help center/knowledge base articles.
Collaborate with cross-functional teams to ensure a seamless customer experience.
Meet and exceed individual and team KPIs and SLAs (e.g. CSAT response time resolution time).
Participate in support-related projects and initiatives to improve customer service delivery.
Qualifications:
Bachelor s degree or equivalent work experience.
3 years in a customer support or customer service role with at least 1 year in a senior or lead capacity.
Excellent written and verbal communication skills.
Strong problem-solving abilities and analytical skills.
Experience with CRM and support tools (e.g. Zendesk Salesforce Intercom Freshdesk).
Empathetic patient and customer-focused mindset.
Ability to work independently and as part of a collaborative team.
Flexible and adaptable in a fast-paced ever-changing environment.
Preferred Qualifications:
Experience in a tech SaaS or startup environment.
Knowledge of support metrics and reporting.
Familiarity with process improvement methodologies.
What We Offer:
Competitive salary and performance bonuses
Flexible working hours and remote work options
Comprehensive health benefits
Professional development opportunities
A collaborative inclusive and growth-oriented work culture
Employment Type
Full Time
