This is a Fully Remote Job
About Our Client:
The organization operates within the legal and professional services industry, focusing on transforming how knowledge work is conducted in these fields. It addresses challenges around efficiency and expertise by combining advanced AI technologies, a robust enterprise platform, and deep domain knowledge. The company is experiencing rapid growth and is recognized for establishing a new category in this space, supported by strong investor backing.
About the Opportunity:
The CX SPECIALIST role serves as the primary point of contact for internal teams and external customers, managing a high volume of non-technical support requests. This position is critical in ensuring a smooth, consistent user experience and contributes to the organization’s growth by maintaining service quality and supporting process improvements. The role offers opportunities for technical skill development and career progression within the customer experience team.
Responsibilities:
Serve as the first responder to non-technical support inquiries with timely and accurate communication.
Use judgment to resolve tickets independently or escalate as needed.
Manage ticket workload in line with service level agreements while maintaining response quality.
Apply consistent ticket tagging and categorization to support reporting.
Maintain detailed knowledge of core product features to guide users effectively.
Follow established support procedures and identify areas for improvement.
Develop and update FAQs, guides, and knowledge base content.
Collaborate with the Customer Education team to reduce repeat inquiries through self-service content.
Adapt to changes in processes and product features proactively.
Requirements:
Minimum of 2 years’ experience in customer support within a SaaS technology company.
Proficiency with support platforms like Zendesk or Salesforce and practical experience using AI tools such as ChatGPT.
Strong written communication skills tailored to diverse audiences.
Ability to perform in a fast-paced, evolving environment with competing demands.
Consistent adherence to established workflows and attention to detail.
Ability to make sound decisions despite ambiguity.
Demonstrated growth mindset and interest in advancing technical expertise.
Pay Range and Compensation Package:
$68,000 - $102,000 USD depending on location and experience.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.