Key skills
SpringCRMCommunicationCollaboration
About this role
Role Overview
- Handle complex and escalated customer inquiries across digital channels (email, phone, chat, messaging platforms, social media).
- Deliver professional, accurate, and customer‑focused support to ensure a high‑quality service experience.
- Act as a subject‑matter expert for digital tools (CRM, ticketing systems, chat platforms).
- Support the optimization of digital service workflows and channels.
- Maintain and enhance knowledge bases, FAQs, and self‑service content.
- Coach and mentor junior team members, supporting their onboarding and development.
- Share best practices and contribute to quality monitoring initiatives.
- Identify recurring issues, propose process improvements, and provide customer insights.
- Collaborate with Customer Service Managers, Digital Teams, IT, and Product Teams on new tools and process implementations.
Requirements
- Secondary education or higher.
- Min. 2 years of relevant experience in customer service.
- Fluency in English and Spanish.
- Experience handling complex or escalated customer cases.
- Experience supporting or coaching others is a strong advantage.
- Customer‑centric and solution‑oriented mindset.
- Strong communication and problem‑solving skills.
- Proactive, organized, and detail‑oriented.
- Strong collaboration skills and a natural team player.
- Familiarity with MS Office (CRM/Ticketing tools would be a plus)
Benefits
- Work in a pet‑friendly office
- bring your dog to the office!
- Multisport card
- Private medical care
- Lunch card
- Office parking options
- Annual bonus
- Spring, Winter & Holiday Allowance
- Discounts on our products
- Collaborative, supportive, and inclusive culture