Customer Support Specialist

You will be responsible for providing guidance, instruction, direction, and leadership to a group of Customer Support Specialists to achieve key performance metrics and ensure efficient operations within the Customer Support Team.

- Meet Team key performance metrics of 1 hour response time and 6 hour resolution time - Ensure that daily open tickets per agent are at 0 - Multi-tasking is a must - Examine, review, and process documents/orders/files/cases within set timelines - Identify process-related scenarios, analyze proactively, and propose solutions for process improvement/automation - Provide inputs for knowledge checks and collaborate with stakeholders to drive outcomes - Understand EWS (early warning signals) mechanism and liaise with stakeholders from other teams for efficiency-based tasks - Good understanding of business reports and business acumen - Quick adoption of SOPs (Standard Operating Processes) - Understanding of coaching & feedback mechanisms - Prior experience with ZenDesk & Intercom preferred - Good knowledge of manpower planning and B2B SaaS business acumen preferred - Proficiency in MS Office, CRM, Zendesk, with preferred knowledge of Power BI & SQL

- 2+ years of experience in Customer Experience - Proficiency in using tools like ZenDesk and Intercom - Knowledge of B2B SaaS business acumen - Familiarity with MS Office, CRM, Zendesk, with preferred knowledge of Power BI & SQL Additional Details: You will have the opportunity to work in a high-impact role within a rapidly growing company. You will work with a passionate, energetic, and diverse team, and receive competitive benefits, recognition programs, and career development opportunities. The company offers comprehensive health insurance coverage for you and your family's well-being, a generous holiday policy, and genuinely invests in your professional success.