Senior Customer Support Specialist
New
United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- Data AnalysisGoogle Sheets
Requirements
- 4+ years of experience in a customer-facing role, ideally supporting SaaS or web-based products
- Strong proficiency in spreadsheet tools (e.g., Google Sheets), including formulas and data analysis
- Excellent written and verbal communication skills
- Ability to work independently in a fully remote setup
- Strong organizational and multitasking abilities
- High attention to detail and problem-solving mindset
- Ability to quickly learn new tools and effectively train others
- Customer-centric approach with strong empathy and advocacy skills
- Comfortable managing multiple priorities and adapting to changing needs
Responsibilities
- Act as the first point of contact for customer inquiries via email, live chat, and phone
- Resolve customer issues efficiently or coordinate with internal teams for timely resolution
- Deliver product training sessions to new and existing users to maximize platform adoption
- Support onboarding and mentoring of new team members to maintain high support standards
- Perform data audits and reporting using spreadsheet tools to ensure data accuracy
- Escalate system-wide issues and collaborate with product teams for resolution and improvements
- Identify recurring customer challenges and contribute to enhancing documentation and workflows
- Provide dedicated support to key accounts and manage high-priority requests effectively
- Advocate for customers internally to ensure their needs are addressed across teams
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