Customer Experience Champion
3 semanas atrás
At Swapcard, we're passionate about creating a world where meaningful connections thrive. As a Product Support Specialist, you'll play a vital role in empowering our customers to reach their full potential. We're seeking an exceptional individual with a knack for autonomous problem-solving and troubleshooting to join our Technical Support team.
About the RoleThis is a fantastic opportunity for someone who loves helping others, is excited about growing alongside our company, and thrives in a dynamic support environment. You'll be responsible for educating and enabling Swapcard customers worldwide through various channels, including Intercom conversations and video calls. Your expertise will help ensure seamless experiences for our users, driving engagement, and fostering loyalty.
Missions and ScopeAs a key member of our support team, your primary objectives will include:
- Communicating effectively with customers to resolve issues efficiently and empathetically.
- Owning customer communications and issues from initial contact until resolution or escalation to subject matter experts when necessary.
- Becoming an expert in Swapcard's capabilities and features, ensuring that all user types and plans receive top-notch support.
- Collaborating with the Success team to guarantee an exceptional experience for all customers, focusing on making Swapcard intuitive, reliable, fast, and bug-free.
- Working closely with Product teams to identify current issues and providing informed opinions on potential solutions based on customer feedback.
- Continuously identifying knowledge gaps in the Help Center and recording valuable insights.
We're interested in individuals with a strong foundation in tech fundamentals, modern tools (Slack, Notion, Intercom, JIRA, Gainsight), and web technologies (HTML, CSS, JavaScript, APIs). Previous experience in troubleshooting environments, solid understanding of technical concepts, and excellent communication skills are essential. You should also possess a customer-centric mindset, ability to troubleshoot and utilize resources, take on feedback, and demonstrate success working with Key Performance Indicators (KPIs) or other metrics/quotas.
Why Choose Swapcard?We offer a remote-first policy, international team with 40+ nationalities, thriving startup culture, open-minded work environment, and opportunities for career growth. Our team is feedback-driven, supportive, and curious, with a DIY mindset. You'll enjoy generous Paid Time Off, remote perks, in-person social gatherings, 100% health insurance contribution paid by Swapcard, and more. We're committed to upholding equal employment practices, making merit-based decisions, and welcoming individuals from diverse backgrounds, abilities, and experiences.
We estimate this role's salary to be around $60,000 - $80,000 per year, depending on your location and experience. If you're a motivated professional eager to grow with a forward-thinking company like Swapcard, we'd love to hear from you.
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