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Customer Support

• Monitor the support inbox and optimize workflows to drive down response time
• Communicate with customers via phone, email, chat, and video calls, selecting the best method for their needs
• Own CSAT scores and connect with unsatisfied customers to provide solutions
• Monitor and own incoming customer reviews, following up where needed to improve customer experience
• Join team stand-ups to share priorities and roadblocks
• Troubleshoot user issues and provide recommended solutions to the product development team
• Assist new customers with transitioning onto the platform, including training and coaching
• Monitor and maintain self-serve customer resources, including support articles and videos
• Assist with testing newly released features and developing training materials to promote customer usage

Product Support Specialist