
Customer Support Liaison
2 days ago
We are seeking a skilled customer support liaison to handle inquiries and resolve issues in a timely and professional manner.
Main Responsibilities- Respond promptly to customer communications via email, chat, phone, or messaging
- Provide effective assistance during onboarding, troubleshooting, and utilizing key features
- Maintain a friendly, clear, and solution-focused tone in all interactions
- Accurately log technical issues and support tickets using JIRA (or similar tools)
- Evaluate bugs or critical issues and escalate them to the development team
- Verify resolution success and customer satisfaction
- Develop and update FAQs, help articles, and user guides
- Identify recurring questions or pain points and suggest improvements
- Collect and organize customer feedback to inform product and UX enhancements
- Monitor social media channels for comments, questions, and concerns
- Share recurring issues and feature requests with product and dev teams
- Provide regular reports on customer sentiment and support trends
- Track KPIs such as response time, resolution rate, CSAT, and ticket backlog
- Maintain alignment with internal SLAs and service standards
The ideal candidate will possess strong written and verbal communication skills, problem-solving abilities, and adaptability to new tools and workflows.
This role offers an exciting opportunity to contribute to customer-facing documentation and be part of a fast-growing SaaS company's collaborative office environment.
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