Customer Support Specialist

Proton is seeking a Customer Support Specialist to join their SaaS team. This role will be responsible for handling incoming support requests, collaborating with cross-functional teams, and ensuring prompt responses and issue resolution for customers. The Customer Support Specialist will also serve as the primary point of contact for SMB customers after hypercare, requiring strong communication and problem-solving skills. The role will be based in Boston with a hybrid schedule.

• Develop in-depth knowledge of the company's offerings and provide information and recommendations to customers
• Respond to and resolve all incoming customer support requests from multiple sources, including emails, in-app chats, issues forwarded from Customer Success Managers, and voicemails
• Diagnose, troubleshoot, and ensure appropriate actions are taken to provide effective workarounds and resolve customer issues in a timely manner
• Provide timely updates to customers and internal teams on the status of pending support tickets
• Serve as an escalation point for SMB customers
• Assist SMB customers after hypercare
• Communicate efficiently and collaborate with various internal teams to ensure customer satisfaction

• Develop in-depth knowledge of the company's offerings and provide information and recommendations to customers
• Respond to and resolve all incoming customer support requests from multiple sources, including emails, in-app chats, issues forwarded from Customer Success Managers, and voicemails
• Diagnose, troubleshoot, and provide effective workarounds or resolutions to customer issues in a timely manner
• Provide timely updates to customers and internal teams on the status of pending support tickets
• Serve as an escalation point for SMB customers
• Possess efficient communication skills and problem-solving abilities
• Collaborate with cross-functional teams to address customer concerns and ensure customer satisfaction
• Work in a hybrid schedule, with 3 days in the office located in Kendall Square, Boston
• Target salary range for this role is $55,000- $65,000 salary, final offers based on skills and previous experience.

• Competitive salary range of $55,000- $65,000
• Hybrid work schedule with 3 days in the office
• Opportunity to join a fast-growing SaaS team
• Chance to work with AI-powered sales software
• Collaborate with cross-functional teams
• Ownership of customer support activities
• Prompt responses to customer support requests
• Resolve customer issues and offer guidance
• Primary point of contact for SMB customers
• Efficient communication skills
• Problem-solving abilities
• Collaboration with internal teams
• Opportunity for ongoing product education and live Q&A sessions
• Act as a friendly listener for customer feedback
• Opportunity to gather feedback from customers with low NPS scores
• Collaborate with Product and Engineering teams
• Provide suggestions for Help Center content
• Share feedback with Engagement Managers
• Proactively identify customer friction points and continuous improvement ideas
• Customer-focused with a strong sense of empathy
• Opportunity to learn and solve new problems
• Excellent communication skills via phone, Zoom, email, and chats
• Effective management of multiple customer inquiries
• Self-reliant and result-oriented work environment