About the job
Join our dynamic team at hireframe as a Customer Support Representative, where your proactive approach and customer-centric mindset will play a vital role in supporting our grocery retail partners. In this essential position, you will ensure that our clients receive timely, empathetic, and effective assistance through various communication channels, including phone, chat, and email. You will oversee the complete customer experience, addressing issues, providing clear communication, and maximizing the utility of our SaaS platform.
This fast-paced and dynamic role requires you to work independently, make informed decisions, and confidently navigate ambiguity. You will collaborate with internal teams, striving to enhance processes, documentation, and overall customer satisfaction.
Key Responsibilities
- Deliver timely and empathetic support to customers via phone, chat, and email, consistently building trust and confidence in every interaction.
- Troubleshoot product and process-related issues, utilizing multiple tools and systems to identify root causes and implement solutions.
- Take ownership of customer inquiries from initiation to resolution, escalating only when necessary, while maintaining accountability for the customer experience.
- Thoroughly document all customer interactions in HubSpot to ensure visibility and continuity across the team.
- Proactively follow up with customers to confirm issue resolution and close the loop on open inquiries.
- Identify and report recurring support issues to Product, Engineering, and Operations teams, contributing to continuous improvement efforts.
- Assist in creating and refining knowledge base articles to enable customers and teammates to access self-service solutions promptly.
