01Overview
We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience.
Core Responsibilities Customer SupportRespond to customer inquiries via email, chat, and ticketing tools.Triage, troubleshoot, and resolve product issues.Escalate complex technical problems to engineering with clear documentation.Follow up with customers to ensure issues are fully resolved.Customer ExperienceMaintain a high level of empathy and professionalism in all interactions.Identify recurring issues and suggest improvements to reduce support volume.Create and update help center articles, FAQs, and support documentation.Operations & ProcessTrack support metrics (response time, resolution time, CSAT).Help build and improve support workflows and playbooks.Collaborate with Product/Engineering to share customer feedback.Required Skills & Qualifications Must-Have1-3 years of customer support or customer-facing experienceExcellent written and verbal communication skills.Strong problem-solving and troubleshooting ability.Highly organized and detail-oriented.Comfortable working in a fast-paced, ambiguous environment.Nice-to-HaveExperience with ticketing tools.Experience working with customers in construction / finance.Basic technical skills (SQL, APIs, or debugging workflows)Experience creating help center or knowledge base content. .
