Customer Support Process Architect
4 weeks ago
Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? We're looking for a skilled Customer Support Specialist to join our team at Spur, a leading Meta Tech Partner revolutionizing marketing for eCom brands, creators, and businesses.
About UsWe empower creators to grow their followers and monetize their content effectively, while helping top brands generate millions in revenue. Our platform streamlines support, boosts customer retention, and improves satisfaction. Join us on this exciting journey as we shape the future of eCommerce and creator marketing.
Role OverviewThis is a hybrid role requiring 6 working days per week, with Saturday support being crucial. You'll handle chat support, conduct onboarding calls, and enhance our knowledge base, including quick replies, help center articles, and training materials like videos. Over time, your contributions will shape an AI-powered support system that can answer most customer queries efficiently.
Key Responsibilities- Respond promptly to customer queries via chat, ensuring satisfaction and resolution.
- Conduct onboarding calls to familiarize new customers with Spur's platform.
- Build and maintain an extensive knowledge base, including:
- Quick replies for common queries.
- Help center articles and FAQs.
- YouTube videos and tutorials.
- Ensure every customer interaction updates the knowledge base for future reference.
- Collaborate with the product and engineering teams to resolve technical issues and improve customer support processes.
- Identify recurring customer pain points and proactively suggest solutions or improvements.
- A proactive learner who can figure things out independently.
- Strong written and verbal communication skills.
- Experience in customer support or a related role (freshers with the right mindset are encouraged to apply).
- Familiarity with eCommerce, SaaS, or AI tools is a plus.
- Organized, detail-oriented, and able to multitask effectively.
- Join a fast-growing startup with significant opportunities for growth.
- Work closely with founders and a passionate, motivated team.
- Competitive salary ($40,000 - $60,000 annually) with scope for advancement.
- Flexible work arrangements to ensure work-life balance.
- Access to cutting-edge tools, including AI and CRM systems.
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