HERO

Customer Support

• Answer inbound calls with patience, warmth, and genuine care.
• Respond to customers through email, SMS, and chat using our easy-to-follow systems.
• Make friendly outbound follow-up calls when customers need extra help or reassurance.
• Assist with product orders, billing questions, and subscription updates.
• Offer thoughtful alternatives when customers consider canceling or returning.
• Follow clear procedures to deliver service that makes customers feel truly valued.
• Work closely with a supportive team that celebrates wins and communicates openly.

Customer Happiness Specialist

• Assist with operational support requests and administrative tasks.
• Monitor team performance and identify trends, concerns, or opportunities for improvement.
• Support customer escalations, including handling supervisor calls and complex cases.
• Track and report on team KPIs, highlighting trends or performance outliers.
• Participate in QA calibrations to maintain consistency in service standards.
• Support coaching conversations and skill refreshers for team members.
• Mentor new hires after training to help reinforce processes and expectations.
• Maintain engagement within remote team environments using tools such as Slack and Zoom.
• Lead team huddles or daily stand-ups when the manager is unavailable.
• Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements.
• Identify patterns in customer feedback and communicate potential process improvements.
• Review workflows and flag inefficiencies or bottlenecks.
• Perform additional duties as assigned to support team operations.

Customer Happiness Specialist

Customer Happiness Team Lead