Hybrid Customer Support Specialist (Billing and Security) Customer Support Specialist (Billing and Security)

About Our Client

Our client is a leading software platform focused on effective team time planning. Established in 2012, the company has shown consistent growth while maintaining independence, profitability, and a commitment to social responsibility. As a certified B Corporation with a team of 50 operating remotely, we aim to positively impact our team, customers, the environment, and the wider community. Collaboration spans globally, with members in countries like Australia, Mexico, Italy, Nigeria, Canada, and the USA. Currently, we are scaling up and seeking individuals who excel in a growth stage, where autonomy and opportunity converge for impactful work experiences.

About The Role

Our customer support team plays a critical role in delivering high-quality support to our expanding customer base. We are looking for individuals skilled in customer service, billing, and account security, who can empathize with customers and handle complex scenarios effectively. While we use AI for quick query resolutions, our dedicated support team handles more intricate issues, providing personalized human interaction to ensure customer satisfaction. You will collaborate with a global team to simplify complex problems and provide intuitive solutions for our customers.

What You’ll Be Responsible For

The support team actively engages with customers, addressing inquiries, troubleshooting technical issues, and nurturing exceptional customer interactions. As the initial point of contact during your shifts, you will efficiently communicate with customers, understand their requirements, and offer effective solutions.

Product support

• Mastering the intricacies of our product
• Addressing customer queries in Intercom, managing conversations from initiation to resolution
• Contributing to enhancing support resources like internal manuals, help center articles, and macros to boost support efficiency
• Advocating for customer feature requests and managing escalations to Tier 2

Billing support

• Efficiently addressing billing-related inquiries, identifying and resolving customer concerns
• Proactively managing renewal queries, including handling purchase orders and vendor paperwork
• Coordinating with the Operations team to fulfill billing tasks linked to account modifications, refunds, and invoicing

Account security support

• Responding to security queries and completing security assessments accurately and confidentially
• Developing innovative solutions for managing security queries to augment support process efficiency
• Collaborating with the security team to improve customer-facing and internal security protocols and documentation
• Identifying opportunities to optimize internal and external support processes
• Collaborating with teams across Sales, Customer Success, Marketing, and Product to prepare for new launches
• Creating content to enhance self-service support options
• Proposing new projects and focus areas for future support initiatives
• Innovating to surpass customer expectations and enhance operational efficiency

What You’ll Need To Be Successful

To excel in the role, we believe the following skills are essential for nurturing a fulfilling work experience:

• Proven track record in customer-facing roles, preferably within a SaaS environment
• Proficiency in billing and security principles and best practices in a SaaS setup
• Passion for educating and empowering customers with knowledge, not just resolving issues
• Experience in autonomously building processes and tackling customer challenges
• Proficiency in clear, empathetic, and efficient communication
• Familiarity with help-desk tools like Intercom (our current platform), Zendesk, or Help Scout, along with workflow automation
• Basic understanding of technical concepts (APIs, browser Dev Tools, etc.), or aptitude for grasping technical concepts swiftly

Salary Range

The position offers a salary of US $84,224.00