Customer Support Specialist: Empathy, CRM & Knowledge Base

Crossing Hurdles; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Crossing Hurdles is seeking a customer support specialist to deliver empathetic and efficient assistance across multiple channels. You will document interactions in CRM, analyze issues to identify root causes, and contribute product knowledge to educate end-users effectively.

Collaborate with stakeholders to capture feedback and trends, and help create robust documentation, FAQs, and best practices for high-quality support. Your input will also guide AI training data with real-world contexts.

Qualifications

• Experience delivering customer support in a professional setting.
• Proven ability to manage complex customer cases with empathy and a solution-driven approach.
• Excellent written and verbal communication with clear tone.
• Advanced proficiency in CRM software and digital support tools.
• Strong understanding of product knowledge transfer and user education.
• Good 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

Empathy and solution-driven approach

Written and verbal communication

CRM software proficiency

Digital support tools

Product knowledge transfer and user教育

Job description

Crossing Hurdles is seeking a customer support specialist to deliver empathetic and efficient assistance across multiple channels. You will document interactions in CRM, analyze issues to identify root causes, and contribute product knowledge to educate end-users effectively.

Collaborate with stakeholders to capture feedback and trends, and help create robust documentation, FAQs, and best practices for high-quality support. Your input will also guide AI training data with real-world contexts.