Customer Support Specialist, Bucketlist

• This role is ideal for someone who enjoys solving problems, is comfortable navigating technology, and can communicate clearly with both technical and non-technical audiences
• You have 2+ years of direct experience supporting non-technical end users in a high-volume environment and you're genuinely good at it. Preferably SaaS customer support experience
• Troubleshooting instincts: you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
• Great Communication Skills: Ability to explain a technical workflow to a non-technical audience and continue active follow up on tickets both in written format and over the phone
• Strong organizational and prioritization skills: adept at navigating a fast-paced environment with precision, attention to detail, and a focus on consistently meeting or exceeding SLAs and KPIs
• CRM experience: Experience using CRM tools, preferably Hubspot
• Support ticketing/helpdesk platform experience

Desirable

• As part of our Customer Success Team, the Customer Support Specialist plays a pivotal role in ensuring effective support of both our customers and their employees. You’ll be on the front line of the customer experience, providing timely, thoughtful, and effective support
• You’ll resolve technical issues, troubleshoot platform challenges, and provide general product guidance, while acting as a liaison between support, Customer Success/Onboarding and Product/Development teams
• Above all, you’ll help ensure our customers feel heard, supported, and confident that their questions are in capable hands
• Own incoming customer and employee inquiries across support channels, providing timely, clear, and effective assistance while working within established service level agreements (SLA)
• Consistently achieving KPI of Customer Satisfaction Score (CSAT)
• Contributing to and successfully achieving all team and department KPIs
• Take ownership of support requests from initial investigation through resolution, keeping customers informed and ensuring tickets continue moving forward
• Keeping your knowledge up-to-date with new product feature launches and product improvements
• Understanding our customer’s usage of our product to identify support trends, and provide more informed support
• Focusing on effectively delivering our Customer Promise including Customer Journey Ownership, Proactive Communication, and Ease of Escalation
• Reproduce reported issues, investigate system behaviour, and identify root causes. Resolve issues through platform or system configuration, available workarounds, or by clearly documenting and reporting confirmed product defects
• Take initiative to investigate and resolve technical issues independently, using available tools, documentation, and resources before escalating to Tier 2, while recognizing when an issue requires additional technical expertise
• Proactively identify opportunities to strengthen support processes, documentation, and operational efficiency
• Maintain and improve Help Center resources and collaborate cross-functionally to implement improvements that create a better experience for customers and internal teams
• Collaborate with cross-functional teams to implement improvements and streamline operations
• Fulfill administrative and platform requests for internal teams in a timely manner, balancing these operational tasks alongside client support to ensure all deliverables consistently meet established timelines and SLAs
• Providing redemption team coverage as required. Assisting in order fulfillment, including purchasing rewards, troubleshooting redemption and vendor issues, and record keeping