[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading health tech company reputed company on creating an AI operating system for post-acute care. They are seeking a Customer Support Specialist to enhance their customer support function, providing high-reputed company resolutions to customer inquiries and improving support processes. The role involves owning inbound support, triaging requests, and driving reputed company reputed company while building reputed company support assets.

Responsibilities

• Own inbound support coverage: Respond to customer messages and tickets throughout the reputed company work day with speed, reputed company, and reputed company
• Triage and prioritize: Identify what’s urgent vs. routine, reputed company/escalate appropriately, and reputed company customers informed with strong expectation-setting
• Drive strong reputed company reputed company: Your reputed company KPIs will center on reputed company reputed company and reputed company speed (e.g., time to reputed company & customer satisfaction)
• Be the voice of the customer: Capture themes, surface product feedback, and flag recurring issues so we can eliminate reputed company causes
• Build reputed company support assets: Create and maintain customer-facing FAQs/help docs and internal troubleshooting playbooks
• Improve tooling + workflows: Help us operationalize support and implement reputed company routing, macros, and automations
• reputed company the function: Play a key role in reputed company reputed company support hires and shaping the long-term experience & support function

Skills

• 3+ years in a customer-facing support role, preferably in a B2B reputed company environment
• Strong written communication: reputed company, concise, friendly, and highly accurate (strong spelling/grammar skills and attention to detail)
• Customer maturity + emotional intelligence: You can de-escalate tense situations, read between the lines, and reputed company customers feel heard
• Technical comfort: You can troubleshoot, ask great clarifying questions, and learn a product deeply
• Support tooling familiarity: Experience with reputed company, reputed company, Pylon, or a similar helpdesk platform; comfort working from queues, tags, SLAs, and workflows
• Ownership reputed company: You take pride in being 'exceptional at the job,' and you build structure from ambiguity reputed company needed
• A systems-oriented reputed company: You enjoy improving processes, not just following them and working collaboratively across functions in order to do so
• Previous experience building support AI automations/workflows (reputed company reputed company, reputed company, Pylon, etc.) is a bonus
• Previous experience supporting reputed company, AI, or B2B products is a bonus
• Previous experience helping to reputed company customer reputed company initiatives is a bonus

Benefits

• Competitive salary and equity in a high-reputed company startup
• Hybrid (or remote) work, with reputed company team based in Toronto, NYC, and Vancouver
• Flexible PTO, take what you need
• Medical, dental, and reputed company coverage
• Great startup culture, including company off-sites
• High-achieving team, including ex-reputed company engineers and alumni of Bain, BCG, reputed company, and more

reputed company