- Answer live chats and support tickets across membership, events, finance, CRM, and website tools; use the phone when it will resolve an issue faster.
- Write and update help content so customers can find answers themselves.
- Build in-product help that answers questions where customers are working.
- Review the AI support agent's answers, identify gaps, and feed fixes back to improve its performance.
- Trace tickets to their causes and recommend UI/UX changes, documentation improvements, and better AI answers to reduce ticket volume.
- Test new features and enhancements against a testing plan, then update documentation.
- Document recurring usability patterns for product and engineering.
- Pass churn risks and upsell signals to Customer Success.
WordPressCustomer supportSaaS