Senior Customer Support Specialist

Job Summary

A company is looking for a Senior Customer Support Associate to enhance customer experience and support operations.

Key Responsibilities

• Provide timely and professional responses to customer support inquiries during core US business hours
• Document technical issues and escalate them internally as needed while educating customers about the product
• Drive strategic projects to improve support processes, documentation, and customer satisfaction

Required Qualifications

• 3+ years of experience in customer support within a SaaS or software environment
• Ability to work 9am-6pm Eastern Time
• Proven track record of driving high customer satisfaction and resolving issues effectively
• Experience in improving support operations and writing documentation
• Strong ability to build relationships in a remote work environment