Job Description
Join our award-winning team as a Customer Support Specialist in Fort Worth, TX! We're hiring immediately to deliver exceptional service to our growing client base. This hybrid role combines remote flexibility with in-office collaboration at our modern downtown hub. You'll be instrumental in resolving complex inquiries, driving customer loyalty, and contributing to our continuous improvement initiatives. If you thrive in dynamic environments and are passionate about creating positive customer experiences, we want to hear from you today!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Document interactions and troubleshoot technical issues using Salesforce and Zendesk
- Collaborate with product teams to escalate critical feedback and improvement opportunities
- Maintain accurate knowledge base articles and contribute to process optimization
- Support high-volume periods during product launches and seasonal peaks
- Train and mentor new team members on best practices and tools
- Monitor social media channels for customer concerns and timely responses
Qualifications
- 2+ years of customer support experience in SaaS or tech industry
- Proficiency with CRM platforms (Salesforce, Zendesk) and helpdesk tools
- Exceptional written and verbal communication skills
- Ability to multitask and prioritize in fast-paced environments
- Strong problem-solving abilities with analytical mindset
- Experience with remote collaboration tools (Slack, Microsoft Teams)
- Customer service certification or relevant degree preferred