Job Description
Join our award-winning customer experience team as a Senior Customer Support Specialist! We're seeking dynamic professionals to deliver exceptional service remotely from San Jose. This role offers the perfect blend of challenging work and work-life flexibility.
Why You'll Love Working With Us:
- Industry-leading benefits package including health/dental/vision
- 401(k) with 6% company match
- Monthly performance bonuses up to $1,500
- Annual home office stipend ($1,200)
- Clear career advancement path to Team Lead
We invest heavily in our people through continuous training and development programs. Our remote-first culture ensures you have all the tools needed to thrive while maintaining work-life balance.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with 95%+ satisfaction ratings
- Resolve escalated technical issues for enterprise clients using CRM and diagnostic tools
- Maintain detailed case documentation in Salesforce with 100% accuracy
- Collaborate with engineering teams to report product improvement opportunities
- Mentor new agents on best practices and compliance standards
- Meet/exceed KPIs including AHT (under 180s) and FCR (above 85%)
- Participate in weekly training sessions to master new product features
Qualifications
- 3+ years of enterprise-level customer support experience
- Advanced proficiency in Salesforce and Zendesk platforms
- Exceptional problem-solving skills with SaaS/technical products
- Ability to multitask across multiple communication channels
- Strong typing speed (50+ WPM) with zero errors
- Quiet, dedicated home office space with reliable internet
- Experience working in remote team environments
- Spanish fluency is highly preferred