Specialty
Languages and tools
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The role
The company is hiring a project-based Senior Customer Advocate for ticket handling, supporting members of a client's SaaS product across SMS, email, chat and phone. The role includes troubleshooting, escalations and process improvement. Candidates must be available during US business hours.
What you will do
- Support customers across SMS, email, chat and phone with accurate, empathetic answers
- Handle consultation calls, technical troubleshooting, escalations and complex investigations
- Investigate root causes with internal teams and track issues to resolution
- Spot patterns in customer feedback and surface insights to improve tools, content and processes
- Escalate issues on time and refer customers to other teams when needed
- Take part in efforts to scale support operations and optimise workflows
What they ask for
- 3+ years of customer or member support by email, phone, SMS or chat, preferably in a fast-paced startup, hospitality or health-related setting
- Previous experience supporting SaaS products
- Basic knowledge of Google Workspace and MS Office
- Excellent reading comprehension, verbal and written communication
- Able to explain complex health topics to customers clearly
- Self-directed and able to build workflows from the ground up
- Available for US business hours, with flexibility as needed
- Slack, Notion and CRM experience are a plus
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