Customer Care Specialist, Upflow

• 2+ years of Customer Support in a B2B SaaS environment
• Prior experience with Zendesk
• Excellent written and verbal communication (English Required)
• You thrive in a customer-facing role, and are excellent and influencing customer thinking, aligned to established best practices
• Problem solving self starter
• Highly influential when engaging with customers
• Focus on continuous improvement to master your craft
• Empathetic Team player
• Metrics Driven
• Excellent Communicator
• Radical ownership of your duties

Desirable

• The Customer Care Specialist will provide direct customer support via Zendesk ticketing and scheduled calls
• You will work the customer and internal resources to ensure the most efficient resolution while providing the best customer experience
• Handle customer inquiries (English) in Zendesk, providing expert-level support and solutions
• Maintain 100% CSAT
• Continually hit and exceed Support Metric Benchmarks: First Response Time, Time to Close, Escalation Rate
• Assist with self-serve customer onboarding
• Contribute to the Zendesk Help Center, ahead of all product releases
• Optimize Zendesk workflows to enhance efficiency
• Reduce support escalations to Product and Engineering
• Utilize strong problem-solving skills to address complex customer issues promptly and effectively
• Attend and contribute to team and company meetings, providing the team updates on trends seen in support
• Collaborate with other departments, including Product, Engineering and Success, to provide insights from customer interactions and contribute to product improvement and development
• Become a finance expert & work with the best finance teams in the world to define what the future holds for B2B payments