Job Description
Join our dynamic team as a Customer Support Specialist in New York City. You will be the first point of contact for customers, resolving questions, and delivering exceptional service across channels.
Responsibilities
- Provide timely, empathetic support across phone, email, chat, and social media.
- Diagnose and troubleshoot issues, document steps, and escalate when necessary.
- Own customer inquiries from intake to resolution, ensuring satisfaction and retention.
- Maintain a deep understanding of products and policies to deliver accurate guidance.
- Collaborate with cross-functional teams to improve processes and user experience.
- Capture and report on customer feedback to drive product improvements.
- Meet or exceed performance metrics including first response time and CSAT.
Qualifications
- 2+ years of customer support or related experience in tech or SaaS.
- Excellent written and verbal communication.
- Strong problem-solving skills and attention to detail.
- Ability to manage multiple concurrent inquiries and prioritize.
- Familiarity with CRM systems and support tools.
- B.A./B.S. degree or equivalent experience.
- A positive, collaborative attitude and customer-first mindset.