Customer Support Specialist
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Job Description
Customer Support Specialist managing member inquiries and support tickets for Espresa's personal benefits platform. Ensuring service excellence across multiple channels while achieving specific performance targets.
Responsibilities:
- Efficiently handle and resolve member inquiries and support tickets across various communication channels.
- Take ownership of escalated support cases with urgency and professionalism.
- Provide high-touch, personalized service for designated enterprise and strategic accounts.
- Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements.
- Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported.
- Excel at de-escalating challenging situations with empathy, professionalism, and composure.
- Serve as a supportive team player and empathizer within the team.
- Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities.
Requirements:
- Proven ability to handle multiple priorities with exceptional attention to detail.
- Experience managing escalations or interfacing directly with enterprise customers is a strong plus.
- Strong phone and written communication skills with the ability to convey empathy, clarity, and professionalism in real time.
- Comfort with data, technology, and systems such as MS Office, Google Suite, and Zendesk.
- Persistence and high energy with a proactive problem-solving mindset.
- Exceptional time management and task prioritization skills.
- Willingness to grow in a fast-paced environment, with a team-first attitude.
Benefits:
- health, retirement, a Lifestyle Spending Account, generous PTO
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