- Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable)
- Troubleshoot and resolve common to moderately complex product issues independently
- Provide clear, friendly, and professional communication tailored to each customer’s needs
- Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT)
- Prioritize and manage a high volume of tickets while maintaining accuracy and quality
- Document resolutions thoroughly, ensuring proper categorization and clear notes
- Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation
- Create or update knowledge base articles to improve self-service and team efficiency
- Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed
- Support newer team members by sharing knowledge and best practices as you grow in the role
Problem SolvingWritten communicationDocumentation+4 more