Customer Support Specialist

Overview

In this position, you will communicate directly with customers across multiple channels, troubleshoot product issues, assist CSMs with client needs, and ensure every customer receives an exceptional experience. The ideal candidate is empathetic, resourceful, eager to learn, and comfortable working in a fast-paced, high-volume environment.

What You Will Do

Multi-Channel Client Support

• Communicate with clients primarily via phone and email
• Triage incoming questions and technical issues
• Escalate bugs or complex concerns to appropriate technical teams
• Document tickets and all customer communication using Zendesk, Salesforce, and internal tools

Customer Success Collaboration

• Support Customer Success Managers with active client requests
• Prepare follow-ups, training resources, and communication templates
• Identify and flag customer concerns, feature requests, and trends
• Assist with scheduling, usage questions, and general account needs
• Provide product education and best practices to help customers maximize value

Other Responsibilities

• Learn and work daily with Zendesk, Shortcut, AWS, and Zoom
• Participate in team meetings, knowledge sharing, and ongoing training
• Perform additional duties as assigned

What We Hope You Will Bring

• Excellent written and verbal communication skills
• Experience in Customer Support, Customer Success, or another client-facing role
• Ability to learn new technologies quickly
• Friendly, empathetic, and professional communication style
• Strong problem-solving skills and attention to detail
• Team-first mindset with a positive attitude
• Bonus: experience with CRM systems or retail/jewelry environments

Core Competencies

• Communication: Clear, helpful, and solution-oriented
• Customer Empathy: Actively listens and understands customer needs
• Technical Aptitude: Comfortable learning software and troubleshooting
• Collaboration: Works effectively with CS, Support, Product, and Engineering teams
• Organization: Manages high-volume requests with accuracy and calmness
• Ownership: Follows through and closes the loop with customers

Success in This Role Looks Like

• Prompt, helpful responses to customer inquiries
• Accurate, thorough ticket documentation
• Strong partnership with CSMs to drive positive customer experiences
• Improved customer satisfaction and streamlined support workflows
• Positive feedback from both customers and internal teams