Customer Support Associate

Responsible for helping customers with questions or concerns regarding company products and services. Duties include communicating with customers in-person, over the phone or via email, filling out forms after each interaction to determine frequent customer feedback or questions and participating in meetings with the customer service team to develop new strategies.

What you'll be expected to do?

1. Empathize with users to understand their needs and deliver effective solutions.
2. Resolve customer issues promptly through Intercom tickets, phone calls, and other communication channels.
3. Maintain detailed records of customer interactions for tracking and follow-up.
4. Assist with ingestion tracking, customer follow-up, and addressing outages when necessary.
5. Escalate urgent customer service issues and support dialer migrations.
6. Provide support for legacy account optimization, tag and scorecard feedback, and agent manager mapping.
7. Monitor and act on PN PIR alerts, ensuring timely and appropriate responses.
8. Support Associates in managing current-day activities.

Who are you?

1. At least 2 years of previous customer service experience, with a focus on excellence.
2. Exceptional communication skills and ability to understand and empathize with customers.
3. Previous experience in collections within the United States.
4. Familiarity with various calling dialer systems.
5. Willingness to work rotational shifts aligned with US time zones.
6. Proactive and disciplined in taking action.
7. Strong organizational and attention-to-detail skills.
8. Capable of efficiently managing time across different departments to meet business demands.
9. Ability to remain composed in challenging situations.

Working hours: US time zone, with rotational days off.

What's in it for you?

• High-growth start-up, fast-paced making a difference
• Build and own your territory
• Medical benefits
• Unlimited leave policy