Work customer interactions and escalations via phone, chat, or email with professionalism and efficiency.
Respond to customer reviews and inquiries on social media platforms to uphold a positive brand reputation and address customer concerns promptly.
Identify and escalate recurring issues or trends to help improve processes and automation.
Utilize reporting tools to analyze trends and recommend areas for improvement.
Provide feedback to improve efficiency through optimized processes and technology.
Build and maintain positive relationships with partners and teammates.
Contribute to the development and refinement of knowledge base content.
Learn all aspects of the department’s operations to support the team, manage workload fluctuations, and tackle challenges effectively.
Collaborate with leadership to suggest system and automation improvements and take ownership of resolving complex or escalated customer issues.

1+ years of experience in a customer support role
Proficiency with technology; experience with G Suite and Salesforce highly preferred
Experience with social media engagement or online reputation management is a plus
Strong verbal and written communication skills
Strong analytical and problem-solving abilities
Exceptional attention to detail
Ability to stay calm, focused, and professional under pressure
Strong organizational skills and ability to manage multiple tasks effectively
Collaborative mindset with the ability to work effectively within a team
A dedicated work space, free of distractions and loud noises
A strong internet connection, a working computer with webcam capability and headphones

Junior Support Specialist

Key skills