Senior Customer Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Conduct independent diagnoses of increasingly complex issues through analytical thinking and specialized training.

• Address customer inquiries and escalations via phone and written ticket interactions while achieving KPIs such as CSAT, SLAs, and efficiency metrics.

• Forward tickets to Support, Product, or Engineering teams for troubleshooting and root cause analysis.

• Oversee customer communication and ensure ticket closure.

• Identify recurring customer issue patterns and promote enhancements to CX Operations and Support Leadership.

• Engage in retrospective issue reviews and root cause analyses.

• Maintain ticket hygiene and manage administrative tasks to uphold support quality and performance.

• Collaborate with the Support team to resolve escalated tickets.

• Share knowledge and enhance support capabilities and documentation across all levels.

• Offer informal mentoring and guidance to newer team members.

• Function independently across shifts as a senior reference point for complex tickets.

• Report directly to a Manager of Support.

⛳️ Requirements

• At least 2+ years of experience managing complex customer problems from start to finish and quickly learning new systems.

• Relevant experience in technical support, customer success, implementation, IT, QA, restaurant operations, or similar roles involving troubleshooting and customer communication.

• Preferably direct experience with online ordering, payment integrations, POS systems, or marketing automation.

• Proficient with diagnostic and troubleshooting tools such as Postman, Sumo Logic, system logs, and remote session tools.

• Familiarity with customer support ticketing systems like Zendesk and JIRA, including advanced features, workflows, and automations.

• Experience in contributing to internal knowledge bases and documentation.

• Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical audiences.

• Willingness to work traditional and non-traditional shifts or be on-call as needed by the business.

• Availability for evening, weekend, and holiday shifts.

• Comfortable utilizing AI tools to enhance work efficiency.

🏝️ Benefits

• Fully remote work arrangement.

• Flexibility to work from anywhere within the UK.