Customer Service Associate

We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience.

Core Responsibilities

Customer Support:

• Respond to customer inquiries via email, chat, and ticketing tools.
• Triage, troubleshoot, and resolve product issues.
• Escalate complex technical problems to engineering with clear documentation.
• Follow up with customers to ensure issues are fully resolved
• Customer Experience:
• Maintain a high level of empathy and professionalism in all interactions.
• Identify recurring issues and suggest improvements to reduce support volume.
• Create and update help center articles, FAQs, and support documentation
• Operations & Process:
• Track support metrics (response time, resolution time, CSAT).
• Help build and improve support workflows and playbooks.
• Collaborate with Product/Engineering to share customer feedback.

Required Skills & Qualifications

Must-Have:

• 1–3 years of customer support or customer-facing experience
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting ability.
• Highly organized and detail-oriented.
• Comfortable working in a fast-paced, ambiguous environment.

Nice-to-Have:

• Experience with ticketing tools.
• Experience working with customers in construction / finance.
• Basic technical skills (SQL, APIs, or debugging workflows)
• Experience creating help center or knowledge base content.