Overview We are looking for Customer Service Associates to serve as the first point of contact for our customers. The role involves handling inbound customer inquiries, troubleshooting product-related issues, and delivering an exceptional customer experience. You will work closely with Product, Program, and Engineering teams to resolve issues and drive continuous improvements.
Key Responsibilities Customer Support - Respond to customer inquiries through email, chat, and ticketing systems.
- Triage, troubleshoot, and resolve product-related issues.
- Escalate complex technical issues to the Engineering team with clear documentation.
- Follow up with customers to ensure complete issue resolution.
Customer
Experience - Deliver a high level of empathy and professionalism in every customer interaction.
- Identify recurring issues and recommend improvements to reduce support volume.
- Create and maintain help center articles, FAQs, and support documentation.
Operations & Process - Track support metrics such as response time, resolution time, and CSAT.
- Contribute to improving support workflows and operational playbooks.
- Collaborate with Product and Engineering teams to share customer feedback and insights.
Required Skills & Qualifications Must Have - 1–3 years of customer support or customer-facing experience.
- Excellent written and verbal communication skills.
- Solid problem-solving and troubleshooting abilities.
- Highly organized with strong attention to detail.
- Ability to thrive in a fast-paced and ambiguous environment. Preferred - Experience with ticketing/support tools.
- Experience supporting customers in the construction or finance domains.
- Basic technical knowledge (SQL, APIs, or debugging workflows).
- Experience creating help center or knowledge base content.