Senior Customer Care Associate

Senior Customer Care Associate

Requirements

• You’re a self starter dedicated to solving problems for our largest customers
• You recognize how to prioritize based on customer urgency and size
• You work well with cross functional partners and appreciate the need for cross team collaboration to drive retention
• You are obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary
• You have a proven ability to spot trends and propose solutions to improve team and customer experience
• You consistently meet and exceed all individual team productivity metrics

Responsibilities

• Provide quality support to our customers through live chat, email, and video calls
• Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high tiered clients
• Effectively identify when to work with cross functional partners to dive retention by leveraging processes and analyzing data to share customer insights
• Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained
• Assist with escalated conversations to ensure we are providing the best support for all customers throughout all business hours
• Be a leader on the team by answering questions through Zoom and Slack for teammates who need help
• Mentor new team members as they navigate through the onboarding process and grow into more tenured roles
• Excel at all individual team productivity and quality metrics
• Bring areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them
• Be a process advocate for the knowledge capture philosophy
• Share feedback on new initiatives and areas of discussion
• Participate in team meetings and trainings as a highly visible member of the team

Preferred Qualifications

No preferred qualifications provided.