- Triage and resolve the company’s most complex tickets in Zendesk.
- Follow up with customers and keep them updated while closing the loop with partners and internal teams.
- Track pending items and coordinate resolution with Compliance, Legal, Payment Ops, Risk, and the BPO team.
- Manage complaints, BBB cases, and partner escalations.
- Course-correct difficult customer experiences and provide accurate answers tailored to each customer.
- Flag recurring issues and recommend ways for Tier 1 and Tier 2 teams to handle more cases.
ZendeskCustomer support