Customer Support Representative

📋 Description

• Oversee the flow of incoming support inquiries via email and Zoom when necessary to guarantee a friendly, prompt, and efficient resolution of queries and issues.

• Investigate and address product bugs independently and in collaboration with other teams at ChurnZero.

• Respond constructively to customer feedback; provide innovative alternatives and best practice guidance whenever feasible.

• Deliver accurate and comprehensive information to customers and fellow ChurnZero team members, utilizing your tools and resources.

• Work together with Customer Success, Product Management, and Development to explore potential enhancements to ChurnZero's products, services, and processes.

• Consistently achieve personal and team case handling goals and SLA commitments.

• Foster a positive team atmosphere by being energetic, enthusiastic, and relationship-oriented; eager to create a positive impact for customers.

⛳️ Requirements

• Bachelor's degree (BA/BS) or equivalent experience is preferred.

• Minimum of 2 years of experience in Customer Service/Support roles, ideally within a SaaS company.

• Excellent listening skills, highly communicative, and empathetic; able to understand customers' perspectives and advocate for them when needed.

• Proactive problem-solver; confident in troubleshooting and capable of investigating issues when information is insufficient to resolve customer concerns.

• Well-organized, articulate, and dependable; demonstrates strong diplomacy, tact, and composure when addressing customer issues and escalations.

• Quick learner with software; adept with business applications and data integrations, able to explain complex data relationships in layman's terms.

• Familiarity with Zendesk is strongly preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• Collaborative and supportive team culture.