Customer Support Specialist
Description
CUSTOMER SUPPORT SPECIALIST
Moz's Customer Support Team seeks a passionate and results-oriented Customer Support Specialist to join our dynamic team. As a key contributor to the team, you will play a vital role in providing exceptional support to our customers and contributing to the growth of our business. Your primary role involves using email, chat, social channels, and phones to answer everything from billing questions to product offerings, and troubleshooting technical issues. You are responsible for proactively identifying and addressing customer concerns, implementing retention strategies, and driving customer lifetime value. You’re a quick learner who is a master at multitasking, loves solving complex problems and is always looking for ways to improve the customer experience.
Responsibilities
- Provide comprehensive customer support: Offer timely and effective assistance to customers via email, chat, social media, phone, and forums.
- Build strong customer relationships: Foster positive connections with customers through personalized communication and problem-solving.
- Advocate for customers: Represent customer needs and concerns to internal teams, such as engineering and product, to drive improvements and push for resolutions.
- Identify and address customer issues: Proactively identify potential issues and implement strategies to prevent customer churn.
- Contribute to team efficiency: Collaborate with team members to develop and implement process improvements and optimize workflows.
- Increase customer lifetime value: Implement strategies to upsell, cross-sell, retain and enhance customer satisfaction and loyalty.
Skills & Experience
- A self-starter with a proactive attitude and bias towards action
- 2+ years of experience in customer service, customer success, or technical support roles in a fast-paced environment SAAS environment.
- Strong oral and written communication skills. along with good interpersonal skills.
- Ability to build rapport and trust with other team members while working towards a common goal of serving our customers
- Excellent team player who puts the goals of the team first
- Solution-first mindset combined with an analytical approach to problem-solving based on facts, data and research
- Knowledge of Search Engine Optimization and marketing analytics.
- Experience with customer support software like Zendesk, Stripe, JIRA, Confluence, Google Sheets, DocuSign, HubSpot and/or similar applications is a plus!
- A degree or diploma is preferred
About you:
- You will help drive strategy to make our customer support team more efficient and scalable as our customer base continues to grow.
- You are creative and passionate about analyzing trends and optimizing business processes.
- You are biased towards action; you find your own projects, set your own deadlines, and do exceptional work without close oversight.
- Lastly, you’re the type of person that doesn’t get easily discouraged. The glass is always half full, and despite tough times and hard problems, you never let customer pain get you down.
DUE TO THE GEOGRAPHIC SPREAD OF THE TEAM & NEED FOR COLLABORATION, ONLY THOSE BASED IN TIME ZONES EAST OF PACIFIC TIME WILL BE CONSIDERED
The Moz Group, a subsidiary of Ziff Davis, Inc (NASDAQ: ZD), is a leading provider of marketing technology solutions primarily for small and medium-sized enterprises, consisting of a portfolio of brands across digital media and cloud services. The Moz Group business includes Campaigner, iContact, Kickbox, Moz, SMTP.com, and Line2/eVoice.
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