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*About the Role *

We are looking for a highly motivated and ambitious Customer Support Specialist to join our team at Keela. In this role, you will report to the Head of Customer Success and play a critical part in ensuring our customers have a positive experience with our products and services. Your responsibilities will include responding to inquiries via email, live chat, and phone support calls, conducting training sessions and workshops, and proactively identifying and reporting bugs and enhancement requests. You will collaborate closely with the customer success team to ensure a cohesive and positive customer experience and escalate complex issues to the appropriate team member or manager for resolution. The ideal candidate for this role possesses excellent communication and problem-solving skills and is dedicated to providing exceptional customer support. In addition, they are innovative, results-oriented, and encourage experimentation to drive constant evolution and improvement. If you are passionate about customer support and thrive in a fast-paced environment, we would love to hear from you.

Responsibilities

• Provide exceptional customer support by responding to inquiries promptly and efficiently via email, live chat, and phone support calls.
• Conduct training sessions, workshops, and support calls to ensure customers clearly understand our products and services.
• Proactively identify and report bugs and enhancement requests that are critical to customer success, working closely with the product team to ensure timely resolution.
• Investigate technical issues and strive to solve them before escalating to the product team, providing customers with timely and effective solutions.
• Respond to customer feedback and suggestions, working with the product team to ensure that customer needs and preferences are taken into account in product development and updates.
• Collaborate closely with the customer success team to ensure a cohesive and positive customer experience.
• Escalate complex issues to the appropriate team member or manager for resolution, ensuring that customer concerns are addressed promptly and effectively.
• Continuously improve your knowledge and understanding of our products and services, staying up-to-date with changes and new features to provide accurate and relevant customer support.
• Keep the knowledge base up-to-date, ensuring that customer support resources are organized and easily accessible.
• Support customer success by flagging potential churn risks and proactively addressing customer concerns before they escalate.
• Create and update training materials for customers, including training materials, webinars, and other resources to ensure customers have the tools they need to succeed.
• Identify opportunities to improve customer support processes and procedures, working closely with the team to implement changes that improve the customer experience.
• Proactively anticipate customer pain points to avoid back-and-forth communication and work towards achieving one-touch ticket replies, providing customers with quick and efficient solutions to their needs.
• Work towards achieving a high one-touch ticket percentage, reducing churn risk, and minimizing the time spent on inquiries while still providing exceptional support.
• Effectively manage a high volume of support requests, prioritizing tickets based on urgency, complexity, and customer value.

Required Skills & Qualifications

• 3+ years of experience in customer support, customer service, or technical support.
• Impeccable written and verbal communication skills, with the ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
• Proven ability to troubleshoot and resolve complex customer issues using technical tools and resources.
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues.
• Proficiency in using Excel to analyze data and generate reports.
• Adept at multitasking and managing competing priorities, while focusing on delivering high-quality customer service.
• Excellent organizational and time-management skills, with the ability to work effectively under pressure.
• A team player with a positive attitude, who is comfortable working collaboratively and cross-functionally to achieve shared goals.
• Experience using customer support and engagement tools such as ChurnZero, Zendesk, Hubspot, or ProductBoard is considered a bonus.
• Non-profit experience, either paid or volunteer, is considered a big bonus.

How to Apply
Please send your resume and a cover letter detailing why you'd be a great fit for the role, to hire{at}keela.com. We look forward to hearing from you!

Only applications emailed as above will be considered.