Customer Support Specialist

Job Summary

We are seeking an accomplished Customer Support Specialist to join our customer's team and deliver superior support across multiple channels. As a core member of the CX function, you will leverage your expertise in high-volume environments to resolve customer issues swiftly and empathetically, all while upholding stringent SLA standards. This role is ideal for a dedicated professional with a genuine passion for written and verbal communication, eager to elevate the overall customer experience.

Key Responsibilities

Manage and resolve customer inquiries via chat, email, and social media on platforms such as Zendesk, Intercom, and Gorgias. Prioritize and resolve tickets efficiently, maintaining strict adherence to SLA timelines and quality expectations. Utilize macros, canned responses, and automated workflows to enhance resolution speed while ensuring a personalized customer interaction. Demonstrate empathy and expert de-escalation skills in challenging situations to foster customer satisfaction and retention. Actively contribute to the creation, updating, and optimization of the knowledge base and internal documentation. Perform accurate CRM data entry, ensuring all customer interactions are properly logged and actionable insights are captured. Participate in feedback loops and quality assurance activities to continuously improve support processes and outcomes.

Required Skills and Qualifications

Minimum 3 years of experience in high-volume, omnichannel customer support environments. Expert proficiency with Zendesk, Intercom, and Gorgias for managing customer communications. Outstanding written and verbal communication skills with the ability to adjust tone of voice to suit the customer and context. Demonstrated expertise in SLA management, ticket prioritization, and macros/canned responses utilization. Strong active listening, empathy, and de-escalation abilities, maintaining resilience in high-pressure scenarios. Proficient multitasking and problem-solving skillset, with a focus on customer retention and satisfaction. Experience in quality assurance, feedback loops, and writing/updating knowledge base content.

Preferred Qualifications

Background in SaaS, e-commerce, or technology-driven support teams. Formal training in customer experience or support management. Experience in launching automated customer engagement workflows without sacrificing the human touch.