Customer Support
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Job Description
Customer Support managing inbound tickets for a financial technology platform. Resolving issues across multiple channels while contributing to support documentation and product improvements.
Responsibilities:
- Own the full lifecycle of inbound support tickets from receipt through resolution across email, chat, and phone.
- Investigate issues by reproducing scenarios, reviewing account configurations, and analyzing logs to ensure accurate resolution.
- Maintain organized and prioritized ticket queues within CRM systems, ensuring SLA targets are consistently met.
- Act as the primary point of contact for users, coordinating with product, engineering, and customer success teams.
- Create and maintain help documentation, including FAQs and troubleshooting guides, to support self-service.
- Identify recurring issues and escalate patterns to internal teams to support long-term product improvements.
Requirements:
- Experience managing inbound support requests across multiple channels such as email, chat, and phone.
- Strong ability to investigate and troubleshoot issues within a software or platform environment.
- Experience working with CRM or ticketing systems such as HubSpot, Zendesk, or Intercom.
- Ability to document processes and create clear, user-friendly help content.
- Experience collaborating with cross-functional teams such as product, engineering, or customer success.
Benefits:
- Competitive salary in USD
- Remote-first flexibility. Work from anywhere.
- A monthly flexible benefits budget, in addition to your salary.
- PTO and paid U.S. holidays
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