Customer Support & Knowledge-Base Champion

Crossing Hurdles; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Crossing Hurdles is seeking an experienced customer support professional in the United States to deliver clear, empathetic assistance across multiple channels. You will document interactions in a CRM, analyze issues, and provide actionable solutions while contributing product knowledge to educate end-users.

Collaboration with stakeholders and knowledge-base maintenance are key parts of the role. The ideal candidate has proven experience handling complex cases with empathy, excellent

Qualifications

• Minimum experience delivering customer support in a professional setting.
• Ability to manage complex customer cases with empathy and a solution-driven approach.
• Excellent written and verbal communication with attention to tone and clarity.
• Strong analytical and problem-solving abilities in fast-paced environments.

Responsibilities

• Deliver clear, empathetic, and efficient support responses to customer inquiries via multiple communication channels.
• Utilize CRM software to document, manage, and track customer interactions and resolutions with accuracy.
• Analyze customer issues, identify root causes, and propose actionable solutions that enhance satisfaction.
• Contribute expert product knowledge to address queries and educate end-users effectively.
• Collaborate with project stakeholders to document and share feedback, common challenges, and customer sentiment trends.
• Generate and review support documentation, FAQs, and best practices to ensure high-quality knowledge transfer.
• Provide detailed, scenario-based input to help inform and train AI systems in real-world customer support contexts.

Skills

Customer support experience

CRM software proficiency

Written and verbal communication

Problem-solving

Tools

CRM software

Job description

Crossing Hurdles is seeking an experienced customer support professional in the United States to deliver clear, empathetic assistance across multiple channels. You will document interactions in a CRM, analyze issues, and provide actionable solutions while contributing product knowledge to educate end-users.

Collaboration with stakeholders and knowledge-base maintenance are key parts of the role. The ideal candidate has proven experience handling complex cases with empathy, excellent