iMocha - Customer Support Specialist (3-5 yrs)

Position Overview:

We are looking for a Senior Customer Support Specialist who is passionate about delivering exceptional customer service and thrives in a fast-paced SaaS environment. As a Senior Customer Support Specialist, you will be responsible for handling complex support queries, mentoring junior team members, and collaborating with cross-functional teams to ensure customer satisfaction and success.

Key Responsibilities:

- Advanced Customer Support: Handle escalated and complex support issues via email, chat, and phone, providing timely and effective resolutions.

- Mentoring and Training: Guide and mentor junior support team members, sharing best practices and assisting with challenging cases.

- Ticket Management: Utilize our support tool to prioritize and manage tickets effectively, ensuring prompt follow-up and resolution.

- Collaboration with Teams: Work closely with Product, Engineering, and Customer Success teams to troubleshoot issues and provide valuable feedback for product improvements.

- Documentation: Create and update knowledge base articles, FAQs, and support documentation to assist customers and enhance self-service resources.

- Customer Feedback: Collect and analyze customer feedback, identifying trends and areas for improvement to enhance the customer experience.

- Performance Metrics: Monitor support KPIs, such as response time and customer satisfaction scores, and work proactively to achieve targets.

Key Skills and Qualifications:

- Bachelor's degree or equivalent experience in Customer Support, Customer Success, or a related field.

- 4+ years of experience in a customer support role, preferably in a SaaS environment.

- Technical Skills: Proficiency in Excel (pivot tables, VLOOKUP, data analysis), SQL (basic queries and data manipulation), and data reporting.

- Strong problem-solving and analytical skills with the ability to troubleshoot complex issues using data.

- Excellent communication skills, both verbal and written.

- Experience with support tools like Zendesk, Freshdesk, or BoldDesk.

- Ability to handle high-pressure situations and maintain a customer-first mindset.