Job Description

• Respond to a range of customer issues based on priority via email, chat, and phones
• Identify and analyze issues, patterns, and trends in customer requests & product performance
• Identify and evaluate opportunities to increase customer satisfaction
• Craft well-written professional responses
• Demonstrate empathy and patience in every customer interaction
• Achieve monthly goals of solved tickets without compromising quality
• Find solutions and resolve issues while always adhering to company policies and guidelines
• Learn, utilize and multitask across a variety of tools to view account information, troubleshoot, and solve complex issues
• Identify and escalate bugs to the appropriate internal teams
• Communicate effectively with internal teams to identify pain points and provide product feedback

Required Knowledge, Skills, and Abilities

Strong customer service experience with a desire to go above and beyond. Bachelor's degree or equivalent experience preferred. Excellent troubleshooting and investigative skills with iOS, Android, Windows and Mac OS devices. Ability to identify, replicate, triage, and prioritize bugs/issues quickly and efficiently. Help maintain world-class CSAT standard of 95%. Professional written and verbal communication skills with strong attention to detail. Must be able to self-manage in a fast-paced environment with an international team. Desire to continually learn, adapt and work in the developing UX field. Multilingual (professional working proficiency) is a plus. Strong interpersonal skills required. Must be able to build relationships and work in tandem with other customer-facing teams. Build and maintain relationships with our valued customers.