Customer Support Assistant

CORE TASKS:

• Handle inbound customer calls via Zendesk and other client systems
• Manage and respond to support emails in a timely and professional manner
• Respond to customer inquiries using client-provided templates, scripts, and SOPs
• Provide accurate information regarding products and services across phone, email, chat, and text channels
• Log, track, and update customer interactions in Zendesk and other designated platforms
• Escalate Tier 2 inquiries when issues require additional review or when internal resources do not present a clear, decisive answer
• Ensure all tickets and calls are handled within established SLAs
• Track trends in customer concerns and recurring issues
• Develop and maintain FAQ documentation to proactively address common customer questions
• Maintain clear, professional communication aligned with brand guidelines

MUST-HAVE:

• 2+ years of experience with a CX platform (Zendesk) is a must-have - Customer Service/tickets
• Strong verbal and written communication skills (fun, casual written comms environment!)
• Experience with Slack and G Suite

NICE-TO-HAVE:

• Experience with Asana or other project mgt. Tool
• Experience with loan products or other fintech companies
   

GROW-INTO:

• Offer basic insights to improve efficiency or effectiveness of most common troubleshoots and course feedback
• Ad hoc tasks as delegated and trained by client
• Document and save processes to support the creation of playbooks and other tools, resources that will improve the efficiency and effectiveness of future onboarding processes