Customer Support Associate

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner
• Provide accurate information and support to customers to resolve their issues
• Identify and escalate complex issues to Tier 2 support when necessary
• Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
• Continuously improve your own product knowledge and remain up to date with our product, services and processes
• Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

About you:

• High school diploma or equivalent; college or a degree in a related field is desirable but not essential
• At least 1 year experience within a technical support environment
• Excellent verbal and written communication skills
• Customer-oriented mindset with a strong desire to exceed customer expectations
• Ability to multitask and manage time effectively
• Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• Flexibility to work different shifts, bank holidays and weekends as and when required

Success will be measured on:

• Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• A competitive salary + stock options in our fast-growing Series D startup
• Hybrid working environment for NY based employees
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• Fun culture with regular socials
• A generous referral scheme
• A brand new computer + monitor

Compensation: $50,000. The final compensation package will be determined based on experience and qualifications.