- Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.
- Work within SLA, severity, escalation, and customer-impact guidelines.
- Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.
- Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.
- Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
- Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
- Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
- Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.
Written communicationCRMCustomer support