Customer Support Specialist

A fast-growing company specializing in innovative talent management solutions. They help organizations streamline their hiring processes by providing reliable candidate and reference verification tools. Their flagship product allows clients to make data-driven decisions by automating reference checks and background screenings. They are looking for a proactive and detail-oriented Customer Support Specialist to join their team and support customers with expert-level knowledge of their product.

Location:
Fully-Remote (Work from Home), 9 AM - 5 PM EST

Role Overview:
As a Customer Support Specialist, you will play a pivotal role in delivering exceptional support and ensuring that candidates and clients are fully satisfied with the service. You will be responsible for resolving inquiries related to the platform, assisting with product-related questions, and leading a team to manage data entry and survey management tasks. This role offers plenty of growth opportunities and a chance to develop a deep understanding of the company’s offerings while contributing to product improvement initiatives.

Key Responsibilities

• Product Expertise:

  • Serve as a product expert, with a deep understanding of the platform and its associated workflows.

  • Provide expert-level support for candidates and references, ensuring efficient resolution of inquiries via Zendesk.

• Support Ticket Management:

  • Manage the Zendesk queue by handling and resolving the majority of support tickets from candidates and references.

  • Troubleshoot product-related issues and provide clear, helpful guidance to resolve customer problems.

• Team Leadership:

  • Lead and manage the Mechanical Turks data entry team to ensure the accuracy and efficiency of the work being done.

  • Ensure high-quality output from the team by offering guidance, support, and training where necessary.

• Survey Management:

  • Build, manage, and maintain surveys within the Crosschq platform, ensuring they are accurately set up and functioning well.

  • Collaborate with cross-functional teams to address any technical concerns related to surveys and their integration into the platform.

• Continuous Improvement:

  • Identify and surface common issues or patterns that may suggest areas for improvement in the product or processes.

  • Work cross-functionally with Product, Customer Success, and Engineering teams to suggest improvements and help implement changes to enhance the product.

Qualifications

• Experience:

  • 2+ years of experience in a customer support role, preferably in a tech or SaaS environment.

  • Experience with Zendesk or similar customer support and ticketing tools.

• Skills:

  • Strong written communication and organizational skills, with the ability to troubleshoot and explain technical concepts clearly.

  • Comfortable managing workflows and small teams.

  • Ability to maintain a high level of detail and accuracy while handling multiple tasks.

• Attributes:

  • Curious, resourceful, and eager to learn—this role offers serious upward mobility within the company.

  • Highly motivated and proactive, with a desire to contribute to the success of the support team and the overall company.

  • Strong problem-solving skills and the ability to work independently and in collaboration with others.

What Success Looks Like

• Resolving support tickets efficiently and maintaining a high customer satisfaction rate.

• Leading and managing the data entry team effectively, ensuring accuracy and efficiency in all tasks.

• Proactively identifying areas for product or process improvement and collaborating with teams to drive those changes.

• Contributing to the growth and success of the Customer Support team, with opportunities for career advancement.

Opportunity
This is an exciting opportunity to join a rapidly growing company that is revolutionizing talent management. As a Customer Support Specialist, you will have the opportunity to develop expertise in an innovative product while contributing to the company’s growth. With the potential for career progression into Customer Success, Product, or Operations, this is a role with long-term potential for the right candidate. If you’re eager to join a dynamic team and make a direct impact, we encourage you to apply!

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets