Customer Support Agent

Customer Support Agent

As a Customer Support Agent, you are the voice of our brand and a trusted resource for our customers. You'll deliver exceptional service by resolving inquiries efficiently, offering clear product guidance, and providing thoughtful follow-up that builds lasting customer relationships. This role combines empathy, technical problem-solving, and cross-departmental collaboration to create a seamless customer experience from start to finish.

Customer Interaction & Issue Resolution

• Serve as the primary point of contact for customer inquiries through email and chat. As our team grows, phone support is likely to become part of this role. You'd be well trained before taking any calls.
• Identify customer needs quickly and accurately, offering guidance through tools, features, and product options.
• Troubleshoot and resolve technical or service-related issues with professionalism and accuracy.
• Follow up on open or unresolved inquiries to ensure complete satisfaction and issue closure.
• Maintain a high level of product knowledge to provide accurate, confident, and consistent support.
• Support team leads and managers with special projects or one-off initiatives as assigned.

Communication & Collaboration

• Represent the customer's voice by sharing insights, patterns, and feedback with internal teams to improve products, policies, and workflows.
• Collaborate closely with team members and team leads to ensure consistent messaging and an aligned customer experience.
• Participate in weekly team and company meetings (in person or via Zoom) and contribute ideas for improving processes and service quality.

Documentation & Process Management

• Accurately note all research and learnings on individual tickets.
• Keep customer records organized and up-to-date, ensuring tickets are properly categorized as open, pending, or closed.
• Proactively manage time and priorities during both high- and low-volume periods to maintain strong performance and response times. Accurately document how your time and spent.
• Escalate complex or sensitive issues appropriately to ensure swift resolution.

Team Culture & Professional Development

• Attend in-office collaboration days monthly to connect with peers, align on priorities, and strengthen team communication.
• Maintain a professional, empathetic, and solution-oriented attitude in all interactions.
• Stay informed about new product features, system updates, and best practices in customer support.
• Seek continuous improvement through feedback, training, and knowledge sharing.
• Adapt effectively to ongoing changes in products, procedures, and technology to maintain service excellence.

Requirements

Essential functions

• Identify customer needs and help walk them through specific tools and features
• Troubleshoot common issues with a product, merchandise, or service
• Respond promptly to tickets and resolve issues in an effective and timely manner
• Proactively use time wisely during high and low volume tickets
• Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
• Come in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices
• Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
• Conduct regular follow ups with customers with open tickets and unresolved issues
• Provide introductory information to new and existing customers
• Maintain professional and positive attitude while interacting with customers
• Readily assist in livestream chats, merchandise launches, and other events as needed
• Collaborate with team members and other internal departments on best practices when communicating specific information to customers
• Must attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom
• Stay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed.
• Proficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus.

Competencies

• 1–3 years of experience in customer support, client services, or a related field (experience with ticketing systems preferred).
• Strong written and verbal communication skills with a friendly, professional tone.
• Demonstrated ability to troubleshoot and problem-solve effectively in a fast-paced environment.
• Highly organized with strong attention to detail and…