Customer Support/Ops Specialist III

• • Deliver exceptional customer service by responding to billing inquiries, service requests, suggestions, and customer concerns in a timely and professional manner.
  • Resolve complex customer inquiries and complaints fairly, effectively, and with sound business judgment.
  • Provide accurate product and service information while identifying opportunities to strengthen customer relationships and support revenue growth through additional products or services.
  • Recommend and implement customer-focused solutions that improve the overall customer experience.
  • Analyze customer issues from a broad perspective and develop innovative, effective resolutions.
  • Interpret internal and external business issues and recommend best practices that improve operational performance.
  • Collaborate with cross-functional teams to ensure customer needs are addressed efficiently and consistently.
  • Work independently while exercising sound judgment, seeking guidance only on the most complex situations.
  • Support continuous improvement initiatives by identifying process enhancements and sharing recommendations.
  • Train, coach, and mentor junior team members, serving as a subject matter expert within the Client Success organization.
  • Maintain high standards of productivity, quality, and professionalism while contributing to team success.

• • Have a bachelor's degree or equivalent work experience.
  • Have experience in Client Success, customer service, or a related customer-facing role.
  • Demonstrate excellent verbal and written communication skills with a strong customer-focused mindset.
  • Have the ability to resolve complex customer issues using sound analytical and problem-solving skills.
  • Be able to work independently while effectively managing multiple priorities.
  • Have experience interpreting customer needs and recommending appropriate solutions.
  • Be comfortable collaborating across multiple teams and functions in a dynamic environment.
  • Demonstrate the ability to identify opportunities for process improvements and operational efficiencies.
  • Have experience mentoring or coaching team members, or the ability to provide guidance as a subject matter expert.
  • Be proficient with Microsoft Office and customer relationship management (CRM) systems.

• • Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
  • Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
  • Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
  • Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
  • Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
  • Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
  • Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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