Customer Support Specialist
Responsibilities of the position include:
  • Develop policies, procedures, and strategies to manage the end-to-end workflow of customer interactions including the written responses, timeliness of responses, resolution, and satisfaction
  • Establish customer service standards for various customer channels including live chat, emails, social platforms, etc.
  • Constantly checking the team's work, looking for ways to improve responses to customers
  • Collaborate cross-functionally with other departments to understand how customer service is impacted or how it can support others to achieve the same goals
  • Create a living process that allows for continuous improvement of new hire training and employee development programs. Improve customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing potential changes.
  • Define and effectively manage department KPIs and metrics

  • 1+ years of customer service experience (preferably with a digital application or website)
  • A strong passion for customer service and delivering high-quality customer experience.
  • A love for data - constantly looking at metrics and customer interaction to improve productivity, quality of response, and performance
  • Excels with communication tools like email, social media and chat channels
  • Experience in usage of software (Zendesk, LiveChat, Facebook Messenger, etc.) preferred
  • Strong leadership, management and mentorship capabilities
  • Ability to develop new procedures, policies and reporting tools to simplify and improve operations Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs
Upon receiving your application, if qualified, you'll be contacted within 24-48 hours to interview for the position.
If interested in applying: send your resume to Anne Joseph at