- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone.
- Ensure first response within 2 business hours and resolution within 24–48 hours for standard tickets.
- Triage and resolve inbound tickets including record status, document delivery, and billing inquiries.
- Recognize and escalate technical issues to appropriate teams while maintaining customer communication.
- Maintain clean and well-documented account notes to track health, complaints, and volume patterns.
- Surface recurring issues and customer feedback to the Support Lead for monthly reviews.
- Follow and refine escalation paths for technical issues, complaints, and collections.
SaaSAccount Management