It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
We are looking for a customer-focused Senior Customer Support Chat Specialist (Level 1) who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience.
This role is 100% onsite at our Morrow, GA location.
As a Senior Customer Support Specialist, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels.
What You'll Do
As a Senior Customer Support Specialist, you'll be on the front lines supporting customers while helping improve the way we serve them every day.
Provide Exceptional Customer Support
- Assist customers through e-mail and chat with professionalism, empathy, and urgency.
- Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
- Respond quickly during high-priority situations and help customers navigate issues with confidence.
Make Every Interaction Count
- Look beyond resolving today's issue by identifying recurring trends and recommending long-term improvements.
- Share customer feedback and insights that can improve products, services, and the overall customer journey.
- Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.
Improve Processes and Technology
- Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
- Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
- Participate in testing and implementing new tools and processes that improve both the customer and employee experience.
Collaborate Across Teams
- Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
- Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
- Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.
Drive Continuous Improvement
- Take ownership of your work and actively look for ways to make the customer experience better every day.
- Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
- Support a culture of innovation, collaboration, and continuous learning.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!