Customer Support Representative

DAT•Seattle, WA

8d•$24 - $30•Hybrid

About The Position

We are seeking a dedicated and empathetic Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, offering support and solutions to inquiries, complaints, and feedback. The ideal candidate will possess strong technical skills, experience in high call volume environments, and a deep understanding of fintech solutions. Your mission will be to ensure customer satisfaction and to foster a positive, supportive relationship between our customers and our company.

Requirements

Can be available 9am - 5pm EST
Demonstrates pride, ownership, and accountability for your work, and expects the same from those you work with.
Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
Is comfortable with independently owning large features with multiple moving parts.
Seeks feedback early and often in the development process.
Collaborates effectively and empathetically across different roles such as Design, Operations, and Product.
Identifies speed vs quality tradeoffs and balances them judiciously.
Believes diverse teams make better decisions and actively fosters a culture where every person can do their best work.
Has the ability to work in a fast-paced environment and to adapt to changing demands.
Has proficiency in using CRM software and other customer support tools (Zendesk, Hubspot, Freshdesk...etc)
Exhibits excellent communication skills, both verbal and written.
Has 1-3 years’ experience

Nice To Haves

You have proven experience in customer support or a related field.
You have familiarity with Fintech or the Freight industry.
You have Hubspot experience
Fluent in Spanish

Responsibilities

Customer Interaction - Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
Problem Resolution - Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
Product Knowledge - Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
Feedback Collection - Actively seek customer feedback to improve our service and products.
Team Collaboration - Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.