Senior Customer Support Specialist

2 days ago

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Benivo

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The single platform for global mobility teams. Administrate less | Consult more.

SaaS • B2B • Relocation Support • Global Mobility • Low-cost Relocation

51 - 200

💰 $12M Venture Round on 2022-09

Description

• Provide advanced support to Benivo’s platform users via email, chat, and phone, ensuring timely and effective resolution of escalated issues and complex queries. • Serve as a point of contact for the team during difficult user interactions, offering guidance and solutions to maintain high customer satisfaction. • Assist in end-to-end project management involving the customer support team, ensuring successful execution and team involvement. • Conduct quality audits of team interactions (calls, emails, chats) to assess adherence to processes and policies, and identify areas for improvement. • Own and maintain team playbooks and Standard Operating Procedures (SOPs), creating and updating content to address knowledge gaps. • Provide constructive feedback and coaching to support representatives, enhancing their performance and service quality. • Monitor and report on contact reasons for incoming support requests, using data to drive continuous improvement. • Ensure all inbound queries are accurately recorded with relevant notes for stakeholders across the company (Content, Client Management, Finance, Tech). • Report issues to internal teams for resolution and follow-up to ensure timely fixes. • Support bulk outreach projects to platform users, managing communication effectively and efficiently.

Requirements

• At least 1 year of senior and at least 3 of support experience within a B2B/SaaS industry. • Experience in Global Mobility. • Proficiency with customer support software such as Zoho Desk, Zendesk, and live chat systems. • Excellent written and verbal English skills, capable of delivering clear and concise communications to customers and team members. • Data-savvy with a strong ability to work with spreadsheets and analyze data for reporting and improvement purposes. • Strong ability to prioritize tasks, manage workload efficiently, and meet deadlines while maintaining high accuracy and quality. • Passionate about customer support with a proactive approach to solving customer problems and delivering an outstanding experience. • Skilled in complaint handling, demonstrating active listening and creative problem-solving to address customer concerns promptly. • Ability to thrive in a fast-paced, scaling environment, demonstrating flexibility and the capability to manage multiple tasks effectively.

Benefits

• Competitive salary • Generous wellbeing allowance • Share Options • Flexible Working