
Apply in 3 Minutes Senior Customer Support
4 weeks ago
We are looking for a Senior Customer Support Specialist who can deliver exceptional support experiences to our clients, lead complex issue resolution, and contribute to improving support operations. This role is ideal for someone who thrives on solving problems, building customer trust, and mentoring junior team members while working closely with cross-functional teams.
Key Responsibilities
- Act as a primary escalation point for complex customer issues, ensuring timely and effective resolution.
- Manage customer queries across multiple channels (email, chat, phone, ticketing systems) with professionalism and empathy.
- Analyze recurring issues and work with Product, Engineering, and Operations teams to provide feedback and improve systems, processes, and documentation.
- Own and track critical incidents, driving communication and follow-ups until closure.
- Create and maintain knowledge base articles, FAQs, and support guides to enable self-service and team learning.
- Mentor and guide junior support staff, sharing best practices and helping build a high-performing support culture.
- Monitor support KPIs (CSAT, response time, resolution time, NPS, etc.) and contribute to strategies for continuous improvement.
- Identify opportunities to enhance customer experience and proactively suggest improvements.
Key Requirements
- 5+ years of customer support experience (preferably in SaaS / Tech / Product-driven companies).
- Proven experience handling tier-2/tier-3 escalations and resolving complex issues.
- Strong knowledge of ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
- Excellent communication skills — written and verbal, with strong customer empathy.
- Ability to analyze data and trends to improve support operations.
- Strong collaboration skills with product, engineering, and business teams.
- Leadership or mentoring experience is a plus.
- Comfortable working in a fast-paced, high-growth environment.
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