- Monitor and respond to tickets across support inboxes, adhering to response-time targets.
- Correctly categorize and tag every ticket for reporting accuracy.
- Handle common cases such as access, billing, and refund requests using the internal playbook.
- Personalize responses while utilizing a library of canned responses.
- Recognize and escalate sensitive situations such as chargeback risks or legal mentions.
- Manage the ticket queue to ensure all queries receive a response by end of day.
- Coordinate with the team via Slack and track client/refund issues using Trello.
Customer supportSlackZendesk