Customer Service Specialist

Early Applicant

1-3 Years

Job Description

What You'll Do

Serve as the primary point of contact for moderate to high-complexity customer concerns.
Engage deeply with customers to understand pain points and deliver meaningful resolutions.
Lead initiatives aimed at improving resolution times, boosting satisfaction, and enhancing efficiency.
Set and align support expectations clearly with clients throughout the resolution journey.
Take ownership of high-impact cases by establishing effective communication channels and coordinating across multiple internal stakeholders.
Assess root causes, understand business impact, and prioritize resolution urgency.
Act as the escalation orchestrator, ensuring transparency, consistency, and swift action.
Identify recurring issues or process gaps and recommend improvements.
Create comprehensive executive summaries outlining issue details, customer impact, and resolution progress.
Use data and customer insights to contribute to long-term support and product strategies.

What We're Looking For

Bachelor's degree in Technology, Business, or related field.
1+ years of experience in customer support, the tech industry, or a similar client-facing role.
Strong customer relationship management and problem-solving mindset.
Excellent written and verbal communication skills in English. Bilingual in Japanese, Korean, Mandarin, or Cantonese is a plus.
Solid understanding of support case lifecycle and troubleshooting methodologies.
Able to make sound decisions under pressure and manage multiple priorities effectively.
A collaborative team player who thrives in cross-functional environments.