About the Role
Provide high-quality technical support across assigned channels, ensuring timely resolution of customer inquiries and consistently achieving strong customer satisfaction metrics. Engage in team initiatives, maintain up-to-date product knowledge, and contribute to process improvements and service quality.
Responsibilities
- Respond to all assigned support tickets and chat inquiries within service level agreements, maintaining a weekly average of at least 85% customer satisfaction.
- Independently manage ticket queues and actively follow up to ensure timely resolution within agreed timeframes.
- Conduct remote troubleshooting sessions when necessary to address complex technical issues in real time.
- Deliver advanced technical assistance for company products and services.
- Engage in cross-functional initiatives that support team performance and enhance customer service delivery.
- Remain current with new product updates and technical documentation releases.
- Take part in knowledge-sharing activities and help build and improve internal knowledge resources.
- Follow established support workflows and operational guidelines.
- Identify opportunities for process optimization and recommend practical improvements.
- Support the achievement of team-wide goals and performance targets.
- Consistently meet or exceed customer satisfaction and ticket resolution benchmarks.
- Actively work to resolve customer dissatisfaction, retain at-risk accounts, and convert trial users.
- Engage in quality assurance reviews, accept feedback constructively, and apply insights to improve performance.
Benefits
- Competitive compensation package
- Ample paid vacation time
- Flexible work arrangements, including the XFlex program
- Stipend for working from any location
- Expanded parental leave available to all new parents, inclusive of gender, family structure, and path to parenthood
- Extensive healthcare benefits
- Fully covered insurance and income protection plans
- 24/7 access to virtual medical care
- Mental health, legal, and financial support through employee assistance programs
- Employer-contributed retirement and savings plans
- Subscriptions to wellness and learning platforms (Calm and Blinkist)
- Credits for fitness and lifestyle spending
- Global travel support services
- Broad selection of employee discounts
Work Arrangement
Remote (Worldwide)
Team
Team of 300+ professionals across the UK, US, Europe, and Asia-Pacific, operating as a globally distributed support function with regional representation.
About the opportunity 👇
- Deliver timely and high-quality responses to all assigned customer tickets and chat interactions, consistently meeting SLAs and achieving a weekly average of 85% or higher in customer satisfaction.
- Self-manage ticket queues and proactively follow up to close cases within agreed timeframes.
- Conduct remote support sessions as needed to resolve complex technical issues in real time.
- Provide expert-level technical assistance for products and services.
- Participate in cross-functional projects that support team performance and customer service excellence.
- Stay informed about the latest product updates and technical documentation.
- Engage in knowledge-sharing activities and contribute to the team knowledge base.
- Follow established support processes and procedures.
- Identify and propose process improvements to increase efficiency.
- Support the achievement of team goals and objectives.
- Consistently achieve high CSAT scores and meet ticket SLAs.
- Make every effort to de-escalate unhappy customers, retain those considering cancellation, and convert trial users.
- Participate in quality assurance audits, respond positively to feedback, and implement learnings.
Other
- This position requires shift work with variable working hours.
- Typical shift: 7:00 AM – 3:30 PM BG time
- Typical shift: 8:00 AM – 4:30 PM BG time
- Typical shift: 9:00 AM – 5:30 PM BG time
- Typical shift: 11:00 AM – 8:00 PM BG time
- The organization fosters a people-first culture centered on fairness, inclusion, psychological safety, and ongoing learning.
- Certified as a Great Place To Work in both the UK and USA.
- Benefits include competitive pay, generous paid time off, flexible working options including XFlex, work-from-anywhere allowance, enhanced parental leave, comprehensive healthcare, fully funded insurance and income protection, 24/7 virtual care access, mental health and financial support via EAPs, retirement and savings plans, Calm and Blinkist subscriptions, fitness and lifestyle credits, global travel assistance, and various discounts.
- An equal opportunity employer that encourages applications from individuals of all backgrounds, identities, and experiences.
- Candidates can request accommodations or support during the application or hiring process by contacting Work@Exclaimer.com.
