We’re looking for a senior support specialist to help us with escalated and urgent support conversations. It’s critical for senior support specialists to comprehend complex technical issues then distill what they’ve learned into clear communication with our customers—without burdening them with too much information. Senior support specialists will continue to build specialized skills focused on collaborating cross-functionally in the interest of customer advocacy and proactive support. We want to help you build a long, successful career.
This role will be essential in helping our company keep customer needs front and center. We’re looking for someone who is as passionate about this company value as we are.
Your Key Responsibilities
Prioritize escalated customer needs from the front-lines of support
Collaborate cross-functionally to improve the customer experience
Provide human and efficient support for the Abstract community
Ensure our users feel welcomed when they contact us for help
Actively reduce user workload by anticipating questions before they are asked
Identify and troubleshoot technical issues before they’re escalated to technical support
Desired Skills and Experience
You are able and happy to start your day at 6am EST to provide support to our EU customer-base
You have scaled alongside a support team in a technical or start-up environment, perhaps with a SaaS product
You are able to distill technical processes into digestible, educational instructions and explanations in writing
You have exceptional writing and communication skills
You have experience providing human support by personalizing correspondence and establishing a welcoming atmosphere for customers
You are able to actively reduce user workload by anticipating questions before they’re asked
You excel at working in non-traditional work environments since this is a remote role
You adapt and manage changes or shifting priorities with relative ease
You are driven by curiosity and have the willingness to learn more about technology and design
You have experience working with Macs, a customer service CRM like Zendesk, and Slack
To apply for this job please visit boards.greenhouse.io.