Nacre Capital

Customer Support

• Oversee and optimize customer support operations across email, phone, and live chat.
• Ensure users receive timely, accurate, and personalized support.
• Manage Zendesk workflows, automations, macros, user roles, permissions, and dashboards as primary Zendesk administrator.
• Oversee ticket management, track key metrics, and generate insights through Zendesk reporting to improve processes and performance.
• Create, maintain, and update Help Center documentation to provide clear and accurate guidance for users.
• Mentor and support team members, providing guidance, training, and best practices in customer service and Zendesk usage.
• Collaborate with cross-functional teams and work directly with the Head of Customer Service to optimize workflows and enhance the overall customer experience.
• Lead special support projects and initiatives to improve service efficiency and user satisfaction.
• Maintain up-to-date knowledge of the EverWatch watch platform to provide accurate guidance to users.
• Troubleshoot complex customer issues, providing thoughtful and proactive solutions.

Customer Experience Lead