Role Responsibilities

• Efficiently manage and resolve customer support tickets ensuring high-quality solutions are provided to all customer issues and inquiries.
• Engage with customers proactively to build trust and understanding, ensuring their concerns are addressed promptly and effectively through the ticketing system.
• Regularly review ticket data to identify common issues or trends affecting customers, using this insight to propose improvements in product functionality or customer support processes.
• Regularly assess the health of customer accounts using specific metrics, such as product usage patterns and customer feedback, to identify and address any issues early on.
• Utilize ticket interactions as opportunities to educate customers about features, updates, or best practices that can enhance their product experience and prevent future issues.
• Regularly report key metrics related to ticket resolution, such as volume, time-to-resolution, and customer satisfaction scores, to internal stakeholders to highlight successes and areas for improvement.
• Work closely with technical or product teams to escalate and resolve complex tickets, ensuring that solutions meet customer needs and contribute to long-term success.
• Serve as the primary point of contact for customer issues, coordinating with support teams to resolve problems promptly and follow up to ensure satisfaction.

What You Need to be Successful (a.k.a. Qualifications)

• 3+ years of Customer Service experience, preferably in a traditional finance or fast-moving, high growth startup B2B2C and B2C environment
• A track record of success in customer support roles, demonstrating the ability to resolve issues efficiently and improve customer satisfaction. Experience with ticketing systems and support software is a must.
• Exceptional verbal and written communication abilities, capable of explaining complex solutions clearly and empathetically to customers, as well as effectively communicating customer feedback to internal teams
• A good understanding of the product or service technology, with the ability to grasp customers’ technical issues and convey solutions in a way that customers understand, regardless of their technical expertise.
• The ability to analyze customer data, including support tickets, usage patterns, and feedback, to identify trends and insights that can lead to product or process improvements.
• A genuine desire to help customers succeed, with a focus on building strong relationships and a commitment to resolving customer issues in a way that exceeds expectations.
• The ability to work effectively with cross-functional teams, including engineering, product development, and marketing, to implement customer success strategies and feedback.
• The capacity to adapt to changing customer needs and product evolutions, with strong problem-solving skills to tackle unforeseen challenges and develop innovative solutions.
• Experience leveraging CRM tools

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