Customer Support - Remote

About the role

About Our Client: The organization operates within the customer rewards and loyalty program industry, addressing challenges related to member engagement and support. It provides a platform to manage rewards and payments, striving to offer efficient and scalable member services as it grows.

About the Opportunity: The CUSTOMER SUPPORT team member serves as the initial point of contact for members, primarily through chat support and ticket handling. This role is essential in resolving members' initial inquiries, triaging issues, and ensuring a seamless support experience that contributes to member satisfaction and retention.

Responsibilities

• Respond to member inquiries via chat as the first line of support
• Manage entry-level support tickets concerning payments, loyalty, and general platform questions
• Identify trends in incoming tickets and escalate complex issues appropriately
• Document member interactions and report ongoing patterns to senior staff
• Collaborate remotely with internal teams and external partners to resolve issues
• Acquire and maintain in-depth knowledge of products, features, and updates
• Communicate product benefits effectively as the platform scales
• Maintain organization and patience while addressing diverse member needs
• Adapt support approaches to fit different business models
• Deliver exceptional customer service through digital channels

Requirements

• 0-2+ years of experience in customer support, operations, or related fields
• Strong organizational, written, and verbal communication skills
• Ability to quickly learn new platforms and adapt in a fast-paced environment
• Team player with a focus on responsibility and task completion
• Attention to detail and critical thinking skills
• Flexibility to adjust to changing processes
• Ability to handle confidential and sensitive information

Pay

Salary range for this role is $50,000 to $55,000. Eligible for equity and an annual performance-based bonus.

Benefits

• Health insurance coverage from day one, including coverage for dependents
• 401(k) plan with an employer match
• Commuter Flexible Spending Accounts
• Paid time off
• Employee-exclusive rewards opportunities