Customer Support Representative
This a Full Remote job, the offer is available from: Philippines
Customer Support Representative
We’re seeking a customer-obsessed, results-driven Customer Support Representative with a laser-focused drive to achieve the best possible customer experience. The mission of the Customer Support Representative is to delight GrowFlow customers with repeated, day-after-day successes.This opportunity is ideal for someone who is customer-focused, detail-oriented, a great listener, organized, disciplined, and eager to grow professionally.
You’ll handle multiple customer inquiries at once using our chat tool—responding to questions, troubleshooting issues, and ensuring a seamless experience. This role requires someone skilled at managing inquiries independently, leveraging resources, collaborating with various departments for escalations, and efficiently filing technical issues as Jira tickets.We highly value clear, precise communication and a proactive approach to problem-solving.
Written communication through our chat platform is our primary channel for customer support. However, there may be instances that require phone support to resolve complex issues or provide a more personalized experience. Therefore, the ideal candidate should have strong verbal communication skills and the ability to handle customer calls with professionalism, empathy, and clarity—ensuring a streamlined and positive experience across both written and verbal interactions.
In this role, you'll play a crucial part in empowering our customers by creating and updating high-quality resources for our customer-facing Help Center. This includes producing clear step-by-step guides, FAQs, and troubleshooting articles that enable customers to find answers independently.You’ll also regularly audit our AI bot’s responses to ensure they convey accurate, relevant information. By refining written documentation and AI interactions, you'll help maintain our high customer support standards and deliver consistent, valuable guidance across all channels.
This is a fully remote position that requires proactive and transparent communication to stay aligned with teammates and provide timely updates on customer issues. The ideal candidate is comfortable with frequent check-ins, detailed status sharing, and using collaboration tools to keep the team informed and connected.
Responsibilities- Drive customer satisfaction by providing exceptional support and assistance with complex inquiries, primarily through our chat platform.
- Diagnose and troubleshoot issues, escalating them when necessary to appropriate departments, including Customer Success, Product, and Engineering.
- File Jira tickets for any potential technical issues, detailing the nature of the problem for swift resolution. Act as the customer’s point of contact throughout the issue resolution process, providing timely updates and maintaining a professional, helpful demeanor.
- Collaborate with cross-functional teams to ensure customer issues are addressed promptly.
- Create and maintain customer-facing Help Center articles to support self-service, ensuring content is accurate, accessible, and aligned with customer needs.
- Utilize AI tools to enhance efficiency and accuracy in customer interactions.
- Identify common issues or patterns in customer feedback to proactively suggest solutions or improvements.
Requirements
Requirements- Prior experience (5+ years preferred) in a customer support role, preferably in a SaaS, tech, or similar industry.
- Strong written and verbal communication skills with a clear, professional English accent.
- Familiarity with chat support platforms and ticketing systems, ideally Intercom and Jira.
- Ability to multitask effectively, balancing multiple chat interactions at once.
- Proactive problem-solver who is comfortable handling escalations and seeking additional resources when needed.
- Excellent time management, organization, and prioritization skills.
- Extreme attention to detail, accuracy, and quality in every interaction.
- Basic understanding of customer service metrics and KPIs, with a commitment to achieving high standards in customer satisfaction.
- Preferred: Experience leveraging AI tools to assist in customer support operations.
- Authorized to work in the relevant region and able to pass a background check.
Benefits
Benefits- Great Place to Work-Certified Company
- Premium HMO
- Holistic employee experience
- Work-from-home and hybrid work setup
- Rewards and incentives
- Monthly engagement activities
- Career advancement opportunities
- Paid referral program
This offer from "Booth & Partners" has been enriched by Jobgether.com and got a 72% flex score.