Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction
Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos
Funneling user voice to the product team using our community feedback page and Intercom tools
Take scheduled Zoom calls to offer assistance over screen share
Upsell to existing customers or find new leads and close sales
Identify and execute new strategies to boost MRR
Handling Intercom chats
Taking demo calls
Creating bug reports
Creating feature requests
Maintaining reporting sheets of daily activities
Clearing Compliance reviews
Keeping track of Churn and finding new ways to reduce that churn
Review Bugs reported and check their current status
Update the Feature Requests and where they stand in terms of implementation
Review monthly performance as per manager
Offer ideas on how to improve the overall customer experience
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

1+ years of experience in customer support
Strong verbal and written communication
Strong drive to learn new tools and technologies
Curiosity to identify and resolve issues
Attention to detail
Analytical and process-oriented mindset
Comfortable collaborating across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Familiarity with any CRM is nice to have
Proficient in writing formal messages
Familiarity with E-commerce platforms and SaaS-based businesses
Bachelor's degree or above

Customer Support Agent

Key skills