At careerzynith, we're on a mission to revolutionize the way our users interact with our innovative platform. As a Customer Support Associate, you'll play a vital role in shaping the customer experience, working closely with our talented team of Customer Success Managers to deliver world-class support that empowers users to achieve their goals.
**About careerzynith**
careerzynith is a dynamic and rapidly growing company that's passionate about solving real customer problems. Our platform is designed to make a meaningful impact, and we're committed to creating an exceptional user experience that sets us apart from the competition. As a member of our team, you'll have the opportunity to contribute to our mission, grow with the company, and develop your skills in a supportive and collaborative environment.
**Key Responsibilities**
As a Customer Support Associate, you'll be responsible for leading product support, working closely with our Customer Success Managers, and delivering a world-class customer experience on the frontline and behind the scenes. Your key responsibilities will include:
* **Product Support**: Smart ticket triage, troubleshooting, and escalation to ensure timely, empathetic, and technically accurate resolutions.
* **Live Troubleshooting**: Conducting live calls to support users, ranging from onboarding and how-to product guidance to complex technical issues such as integrations and APIs.
* **Support Workflow**: Overseeing the support workflow between outsourced agents and Engineering, acting as the first point of escalation for agent queries and driving process improvements.
* **Bug Escalation**: Identifying and escalating bugs, usability issues, and feature requests to Product and Engineering, clearly articulating user impact and opportunities for improvement.
* **Agent Coaching**: Coaching support agents and setting the standard on best practices to enhance their knowledge, problem-solving skills, and customer communication.
* **Proactive Support**: Proactively reaching out to clients and law firm users to offer best practice guidance and ensure successful onboarding.
* **Strategic Support**: Supporting Customer Success Managers in key phases of the customer journey, including onboarding, renewals, and expansion.
**What You'll Bring**
To succeed in this role, you'll need to bring the following skills and qualifications:
* **2-3+ years** of experience in a product/technical support or customer service/success role at a SaaS company.
* **Outstanding Communication Skills**: The ability to explain new concepts and complex issues in a clear, user-friendly way that empowers users.
* **Hands-on Experience**: Experience supporting customers via email, chat, and video calls.
* **Prioritization Skills**: The ability to manage multiple requests and focus on what matters most to customers.
* **Collaboration**: Comfort and flexibility collaborating cross-functionally with Product, Engineering, Customer Success, and Support.
* **Continuous Improvement**: A mindset of continuous improvement, always seeking smarter, faster, and more effective ways to support users and streamline workflows.
* **Strong Technical Background**: Experience in desktop support, supporting users of browser-based applications, data collation and analysis, and developing end-user reports.
**Nice to Have**
While not required, the following skills and qualifications would be a plus:
* **Troubleshooting Skills**: Familiarity with APIs, integrations, or software workflows.
* **Background in Legaltech, Fintech, or Enterprise SaaS**: Experience working in these industries.
* **Product Experience**: Experience with products like Zendesk, Slack, Pendo, Jira, Hubspot, Google Slides, or PowerPoint.
* **Startup or Scale-up Experience**: Experience working in a startup or scale-up environment, with the adaptability and pace it demands.
**Why You'll Love It Here**
At careerzynith, we're committed to creating a supportive culture that values feedback, ownership, and autonomy. You'll have the opportunity to:
* **Shape Our Customer Operations**: Contribute to the growth and development of our customer operations.
* **Grow with the Company**: Develop your skills and career in a rapidly growing company.
* **Mission-Driven Team**: Join a team that's passionate about solving real customer problems.
**What We Offer**
We're committed to providing a comprehensive benefits package that includes:
* **Base Salary Range**: $75,000-85,000 (NYC-based applicants).
* **Health Care Plan**: Medical, dental, and vision coverage.
* **Retirement Plan**: 401k or IRA.
* **Paid Time Off**: Vacation, sick, and public holidays.
* **Family Leave**: Maternity, paternity, and family leave.
* **Training & Development**: Opportunities for growth and development.
* **Wellness Resources**: Support for your physical and mental well-being.
**How to Apply**
If you're passionate about delivering exceptional user experiences and want to join a dynamic and rapidly growing company, apply now!