From A to B

Customer Support Specialist

From A to B

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • Daily queue management in Zendesk along with escalations in Slack
  • Identify cases that will end up as multiple emails but can be resolved with a single outbound call
  • Strong communication needed to work across departments for resolutions and to develop best practices
  • Openness to team building to strengthen connections intra-deparmentally
  • Maintain a space free from distraction during business hours
  • Writing skills to help generate SOPs and Macros to build out our playbooks
  • Strong communication skills to share your knowledge, skills and best practices with the team
  • Help identify areas where we can future-proof
  • Keen sense of retention and customer advocacy

Requirements

  • Proven experience 2-4 years in a support or account management role
  • Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience
  • Superior phone work as well as written and verbal communication skills
  • High level sense of prioritization
  • Zendesk experience 1-2 years or more
  • Zendesk ops experience (reporting, dashboards, triggers, etc) a plus
  • Bilingual (Russian, French) a plus
  • Highly adaptable, coachable, proactive, happy and driven.
Benefits
  • Offers Equity
  • Offers Bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ZendeskSOP writingMacro generationReportingDashboardsTriggers
Soft Skills
communicationteam buildingprioritizationadaptabilitycoachableproactivecustomer advocacyretention