Mid-Level Customer Support Representative – Tickets
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Job Description
Customer Support Representative managing support tickets and resolving customer queries for Ruby Labs. Collaborate with teams and ensure exceptional customer satisfaction with timely responses.
Responsibilities:
- Handle the primary customer support ticket queue efficiently and professionally.
- Address and resolve the most common customer queries quickly and effectively.
- Manage complex or escalated customer issues and ensure proper resolution.
- Coordinate with product, risk, or other internal teams when issues require cross-team collaboration.
- Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and high-quality customer support.
- Strive to reduce incoming support volume by focusing on first-contact resolution, providing comprehensive solutions, and proactively advising customers on best practices.
- Identify and escalate issues beyond your scope to the appropriate teams or individuals.
- Gather valuable customer feedback to help improve our products and services continuously.
- Assist in handling billing queries quickly and efficiently.
- Process refunds when required.
Requirements:
- A friendly demeanor with a passion for providing exceptional customer support.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with a customer-focused mindset.
- Experience handling support tickets and resolving customer issues effectively.
- Familiarity with CRM systems and customer support tools.
- Ability to manage complex or escalated customer cases professionally.
- Ability to coordinate with internal teams such as product or risk when required.
- Ability to adapt and learn quickly in a fast-paced environment.
Benefits:
- Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
- Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
- Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
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