Customer Support Specialist
Customer Support Specialist
Customer Support Specialist
- Omnichannel customer support via email, live chat, and phone
- Handling customer inquiries related to orders, billing, refunds, returns, and subscriptions
- Providing clear, accurate, and empathetic responses aligned with your brand voice
- Resolving customer issues efficiently with a focus on first-contact resolution
- Managing account-related requests such as updates, cancellations, and general assistance
- Properly documenting all customer interactions in your helpdesk or CRM system
- Following your existing SOPs, policies, and workflows to ensure consistency
- Escalating complex or sensitive cases to the appropriate internal teams when needed
- Identifying recurring customer concerns and reporting insights for process improvement
- Supporting customer satisfaction goals by maintaining fast response times and high CSAT
Technical Support Specialist
Customer Support Specialist
Customer Support Specialist
- Omnichannel technical support via email, live chat, and phone
- Providing technical assistance for SaaS platforms, software tools, and Telecommunications services
- Troubleshooting system, software, network, and connectivity-related issues
- Assisting customers with account setup, onboarding, configuration, and feature usage
- Diagnosing technical problems, identifying root causes, and applying effective solutions
- Escalating complex or advanced technical issues to engineering or higher-level support teams
- Documenting technical issues, troubleshooting steps, and resolutions in ticketing systems
- Following technical SOPs, workflows, and escalation procedures
- Monitoring recurring technical issues and reporting insights to improve product stability
Customer Support Managers
Customer Support Managers
Customer Support Managers
- Full ownership and oversight of customer support operations
- Managing day-to-day support performance across email, live chat, and phone channels
- Ensuring consistent service quality aligned with your brand voice and policies
- Monitoring KPIs such as response time, resolution time, CSAT, and ticket volume
- Creating, maintaining, and optimizing support SOPs, workflows, and macros
- Training, coaching, and quality-assuring support agents to maintain high standards
- Handling escalations, sensitive cases, and high-priority customer issues
- Coordinating with internal teams such as product, engineering, billing, and operations
- Identifying trends, recurring issues, and improvement opportunities through reporting
- Implementing tools, automations, and best practices to scale support efficiently
Executive Assistants
Customer Support Managers
Customer Support Managers
- Providing high-level administrative and operational support to executives and business owners
- Managing calendars, scheduling meetings, and coordinating appointments across time zones
- Handling email inbox management, follow-ups, and prioritization of communications
- Preparing reports, documents, presentations, and internal communications
- Coordinating with internal teams, clients, and external partners on behalf of executives
- Managing travel arrangements, itineraries, and expense tracking
- Assisting with project coordination, task tracking, and deadline management
- Maintaining confidentiality and handling sensitive information with discretion
- Streamlining day-to-day operations to improve executive productivity
- Supporting strategic initiatives by handling operational and administrative tasks