Customer Support Specialist

📋 Description

• Serve as escalation point for complex inquiries on billing, renewals, cancellations.
• Mentor CSS II team members to boost performance and efficiency.
• Manage multi-channel servicing (phone, chat, email) with strong communication.
• Prioritize high-volume workload including escalations and urgent requests.
• Lead or participate in cross-functional initiatives to improve customer experience.
• Identify trends and provide actionable insights to management and stakeholders.

🎯 Requirements

• 3+ years in a customer-facing role within a contact center.
• Full bilingual proficiency (English/Spanish).
• Experience handling billing, RMA, cancellations, renewals, or CS tasks.
• Ability to independently resolve challenging customer issues with accuracy.
• Proficiency with Zendesk, Salesforce, or ServiceCloud; strong documentation.
• Availability for flexible hours (morning, night, weekends).

🎁 Benefits

• Total rewards include base pay, bonus, and equity where eligible.
• Flexible working with remote options and optional offices.
• Comprehensive health and parental leave plans.
• Professional development stipend and supportive culture.