Customer Support Specialist

About the role

This role is in-office in our Coconut Grove headquarters.

Responsibilities

• Engage with customers across various channels (telephone, email, and chat) to deeply understand their needs and provide effective solutions.
• Become a product expert, assisting customers in navigating and utilizing our software solutions effectively.
• Troubleshoot and resolve customer issues efficiently, ensuring quick and satisfactory outcomes.
• Actively contribute to the development of customer support best practices and resources, helping us continuously improve.
• Provide valuable feedback to the management team on market trends and customer needs, influencing future product development.

Requirements

• Fluency in English (fluent in Spanish is a significant plus!).
• 2+ years of proven success in a customer support or customer service role, with a strong preference for experience within a SaaS environment.
• Familiarity with software applications and technology, and the ability to clearly articulate the value proposition of our solutions.
• Excellent communication and presentation skills, with the ability to engage and build rapport with clients.
• Strong problem-solving abilities and an exceptional attention to detail.
• Self-motivation, results-oriented, and able to thrive in a fast-paced startup environment.
• Strong organizational and time management skills.
• Experience with Intercom or similar customer support software is a plus.
• A genuine passion for sports and a basic understanding of the racquet sports industry is a definite plus!

Qualifications

• High school diploma or equivalent.
• Experience with Microsoft Office Suite.
• Basic knowledge of web technologies and platforms.

Skills

• Exceptional communication and interpersonal skills.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Strong analytical and problem-solving skills.
• Proficiency in customer relationship management (CRM) tools.

Benefits

• Comprehensive benefits package including health, dental, and vision insurance.
• Paid parental leave for new parents.
• Unlimited PTO for US-based employees.

Pay

Competitive salary based on experience.

Schedule

Full-time position with flexible working hours.