Manager - Customer Support
Jet Support Services, Inc. (JSSI)
Customer Experience Specialist
Topicals
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
JuniorMid-Level
About the role
- Respond promptly and professionally to customer inquiries through email, chat, and phone.
- Address and resolve general CX issues, order inquiries, and shipping-related questions while striving for customer satisfaction.
- Handle a high volume of tickets (consistently managing 100+ customer inquiries daily) while meeting established KPIs.
- Document and analyze weekly and monthly records of top customer interactions, product inquiries, complaints, and feedback using CRM systems.
- Partner with product development to provide accurate personalized recommendations and usage instructions.
- Collaborate with social, product development, and digital teams, sharing customer insights to improve products and experience.
- Utilize analytical skills to identify patterns, trends, and recurring customer issues for data-informed decisions.
- Proactively identify and address customer concerns, seeking creative solutions to meet skincare needs and preferences.
- Educate customers on proper skincare product usage and application.
Requirements
- Minimum of 2 years of experience in customer experience and community management, preferably in a startup environment.
- A genuine passion for exceeding customer expectations, emphasizing emotional intelligence, education, and empathy.
- Strong problem-solving skills with the ability to work independently and efficiently in a remote environment.
- Excellent verbal and written communication skills.
- Proficiency with customer support tools (Shopify, Gorgias, and CRM platforms such as Loop) is a must.
- Proficiency in using Google Sheets, including pivot tables and data analysis.
