About the Role
The ideal candidate will act as a central point of contact for clients, managing communication, resolving issues, and supporting internal teams to ensure timely service execution.
Responsibilities
- Respond to client inquiries via phone, email, and chat platforms
- Log and track support tickets using internal case management tools
- Coordinate with technical and service teams to resolve client issues
- Update client records in the customer relationship management system
- Escalate complex problems to senior support staff when necessary
- Monitor service request timelines and follow up on pending items
- Provide status updates to clients in a timely manner
- Maintain consistency in communication across support channels
- Assist in onboarding new clients to service platforms
- Gather feedback from clients to improve support processes
- Document recurring issues and suggest process improvements
- Support the creation of client-facing support materials
- Schedule client meetings and coordinate follow-up actions
- Verify service delivery completion with clients
- Track customer satisfaction metrics after support interactions
- Maintain confidentiality of client information
- Adhere to service level agreements for response times
- Participate in team meetings and training sessions
- Report weekly on support volume and resolution rates
- Assist with internal testing of support tools and workflows
Compensation
Competitive hourly rate with performance-based incentives
Work Arrangement
Hybrid schedule with remote and in-office options
Team
Collaborative environment within a client-facing operations unit
Work Environment
- Fast-paced setting with regular interaction across departments
- Access to ergonomic workstations and collaboration spaces
- Regular feedback and performance reviews
Growth Opportunities
- Pathways to senior support or team lead roles
- Funded training for professional development
- Internal mobility across client service divisions
Not available for this position
