Slang

Customer Support

• Manage and resolve user requests efficiently: Deliver timely, high-quality support across all service channels, ensuring an empathetic and efficient experience.
• Bug detection and escalation: Detect, document, and escalate friction points, incidents, and anomalous behaviors within the user experience, collaborating with Product and Engineering to accelerate resolution and prevent customer impact.
• Identify behavioral patterns, risk signals, and proactive intervention opportunities: Review usage, attendance, and engagement trends to detect accounts that need attention and act before issues escalate.
• Execute customer outreach and follow-up actions: Contact users regarding open issues, low activity, missed classes, etc.
• Support the Voice of the Customer (VoC) program: Transform customer feedback into insights that guide company priorities and decisions.
• Design and optimize the Customer Journey: Improve onboarding, adoption, learning experience, and renewal moments across all segments.
• Lead retention and customer health strategies: Build playbooks, scoring models, and proactive frameworks to reduce churn and improve account health.
• Drive continuous experience improvement: Work closely with Product, Engineering, and Account Managers to identify friction points, propose improvements, and guarantee a real impact on user satisfaction and retention.

Customer Experience Analyst