Customer Support Specialist
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Job Description
Customer Support Specialist assisting US customers with maximizing their use of the platform. Responding to inquiries and resolving issues while providing an excellent customer experience.
Responsibilities:
- Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution
- Troubleshoot technical platform issues, escalating when necessary
- Advise our customers on best-practices with the Triple Whale platform and its use cases
- Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
- Act as first line of defense for triaging & debugging platform health issues
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry
Requirements:
- 2+ years of experience in a customer support or client-facing role, in a SaaS or tech environment highly preferred.
- Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred.
- Strong verbal and written communication skills with the ability to explain complex concepts in a simple way.
- Ability to troubleshoot basic technical issues and think creatively to find solutions.
- A customer-first mentality, with a genuine desire to help others and ensure their satisfaction.
- Comfortable using various software tools, and able to quickly learn new technologies and systems; familiarity with Intercom and HubSpot a plus!
- Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
- Ability to manage multiple tasks and prioritize effectively.
- Skilled at managing multiple priorities and tasks in a fast-paced setting.
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development
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