Efficiently handle and resolve member inquiries and support tickets across various communication channels.
Take ownership of escalated support cases with urgency and professionalism.
Provide high-touch, personalized service for designated enterprise and strategic accounts.
Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements.
Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported.
Excel at de-escalating challenging situations with empathy, professionalism, and composure.
Serve as a supportive team player and empathizer within the team.
Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities.

Proven ability to handle multiple priorities with exceptional attention to detail.
Experience managing escalations or interfacing directly with enterprise customers is a strong plus.
Strong phone and written communication skills with the ability to convey empathy, clarity, and professionalism in real time.
Comfort with data, technology, and systems such as MS Office, Google Suite, and Zendesk.
Persistence and high energy with a proactive problem-solving mindset.
Exceptional time management and task prioritization skills.
Willingness to grow in a fast-paced environment, with a team-first attitude.

Customer Support Specialist

Key skills