Senior Customer Support Specialist

Placements24; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Remote-friendly culture

Company equipment

Performance-based bonuses

Employee assistance program

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fully remote role. You will be the primary contact for customers, handling advanced inquiries and ensuring satisfaction with our products and services.

You'll train junior team members, help improve support processes, and collaborate with product, sales, and marketing to deliver a cohesive customer experience in a remote-first environment.

Qualifications

• 3–5 years of experience in customer service or technical support, with senior responsibilities.
• Proven ability to resolve complex issues with empathy and efficiency.
• Excellent written and verbal communication.
• Experience with CRM/ticketing systems (Zendesk, Salesforce).

Responsibilities

• Provide advanced technical and non-technical support via email, phone, and chat.
• Diagnose and troubleshoot complex customer problems, escalate when needed while owning resolution.
• Develop deep product understanding to offer accurate support.
• Create and maintain knowledge base articles and FAQs.
• Train and mentor junior support representatives.
• Analyze customer feedback to identify improvements.
• Collaborate with product, sales, and marketing to ensure a cohesive experience.
• Manage escalations and SLAs.
• Contribute to new support strategies and tools.

Skills

Customer service excellence

Empathy and communication

Problem solving

Remote work

Training junior staff

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a dynamic and rapidly expanding tech firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their fully remote team. This is a crucial role where you will be the primary point of contact for our valued customers, providing exceptional support and ensuring their satisfaction with our innovative products and services. As a Senior Specialist, you will not only handle complex customer inquiries but also contribute to the continuous improvement of our support processes and train junior team members. This role offers the flexibility and autonomy of a remote-first environment, allowing you to contribute from the comfort of your home office. We are committed to fostering a collaborative and supportive virtual workplace, where every team member's contribution is recognized and valued. This position is ideal for individuals who are passionate about customer success and thrive in a fast-paced, results-oriented setting. The ideal candidate will possess a deep understanding of customer service best practices and a proven ability to resolve challenging issues with empathy and efficiency. We believe in empowering our employees and providing them with the tools and resources they need to excel in their roles and grow professionally within our organization.

Key Responsibilities

• Provide advanced technical and non-technical support to customers via email, phone, and chat channels, addressing inquiries and resolving issues promptly and effectively.


• Diagnose and troubleshoot complex customer problems, escalating when necessary to appropriate departments while maintaining ownership until resolution.


• Develop and maintain a deep understanding of our client's products and services to offer comprehensive and accurate support.


• Create and update knowledge base articles, FAQs, and other support documentation to empower customers and internal teams.


• Train and mentor junior customer support representatives, sharing best practices and providing constructive feedback.


• Analyze customer feedback and support trends to identify areas for product and service improvement.


• Collaborate with product development, sales, and marketing teams to ensure a cohesive customer experience.


• Manage customer escalations and ensure timely and satisfactory resolution, adhering to service level agreements (SLAs).


• Contribute to the development and implementation of new support strategies and tools.

Requirements

• Minimum of 3-5 years of experience in a customer service or technical support role, with a significant portion in a senior capacity.


• Proven ability to handle complex customer issues and provide effective solutions.


• Excellent communication skills, both written and verbal, with a professional and empathetic tone.


• Strong problem-solving and analytical skills.


• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).


• Ability to work independently and manage time effectively in a remote work environment.


• Experience in training or mentoring junior staff is highly desirable.


• A Bachelor's degree in a related field or equivalent practical experience.


• Must have a stable internet connection and a dedicated workspace conducive to remote work.

Benefits

• Competitive salary package commensurate with experience.


• Comprehensive health, dental, and vision insurance.


• Generous paid time off (PTO) and company holidays.


• Opportunities for professional development and career advancement within a growing company.


• A supportive and collaborative remote work culture.


• Company-provided equipment (laptop, etc.).


• Performance-based bonuses.


• Employee assistance program.