Customer Service Associate

Overview

We are looking for Customer Service Associates to serve as the first point of contact for our customers. The role involves handling inbound customer inquiries, troubleshooting product-related issues, and delivering an exceptional customer experience. You will work closely with Product, Program, and Engineering teams to resolve issues and drive continuous improvements.

Key Responsibilities

Customer Support

• Respond to customer inquiries through email, chat, and ticketing systems.
• Triage, troubleshoot, and resolve product-related issues.
• Escalate complex technical issues to the Engineering team with clear documentation.
• Follow up with customers to ensure complete issue resolution.

Customer Experience

• Deliver a high level of empathy and professionalism in every customer interaction.
• Identify recurring issues and recommend improvements to reduce support volume.
• Create and maintain help center articles, FAQs, and support documentation.

Operations & Process

• Track support metrics such as response time, resolution time, and CSAT.
• Contribute to improving support workflows and operational playbooks.
• Collaborate with Product and Engineering teams to share customer feedback and insights.

Required Skills & Qualifications

Must Have

• 13 years of customer support or customer-facing experience.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• Highly organized with strong attention to detail.
• Ability to thrive in a fast-paced and ambiguous environment.

Preferred

• Experience with ticketing/support tools.
• Experience supporting customers in the construction or finance domains.
• Basic technical knowledge (SQL, APIs, or debugging workflows).
• Experience creating help center or knowledge base content.