Customer Success & Support Specialist

Synchrony Systems, Inc.; Milford (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Synchrony Systems, Inc. seeks a Customer Support Specialist/Customer Success Guide to act as the frontline for customer inquiries via voice, chat, and email. You will resolve issues at first contact where possible, delivering a professional and empathetic experience across all touchpoints.

The role emphasizes clear communication, consultative conversations aligned to customer goals, and meticulous documentation in the case management system to ensure timely follow-ups and SLA adherence.

Qualifications

• First point of contact for customer inquiries across voice, chat, and email channels.
• Must have CEFR B2 English or higher; C1 preferred.
• Experience with customer success, IT service management, or SaaS is advantageous.

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.

Skills

Customer-centric

Verbal communication

Written communication

Problem solving

Analytical thinking

Empathy

Attention to detail

Resilience in high volume

CEFR B2 English

SaaS knowledge

Job description

Synchrony Systems, Inc. seeks a Customer Support Specialist/Customer Success Guide to act as the frontline for customer inquiries via voice, chat, and email. You will resolve issues at first contact where possible, delivering a professional and empathetic experience across all touchpoints.

The role emphasizes clear communication, consultative conversations aligned to customer goals, and meticulous documentation in the case management system to ensure timely follow-ups and SLA adherence.