Customer Support Specialist I

Loopio

3d • Remote

About The Position

Loopio is seeking a curious, solution-oriented, and empathetic individual to join their Support Team as a Customer Support Specialist I. This role involves troubleshooting and resolving customer-reported issues, providing excellent customer service, and aiming to create loyal customers. The position supports Loopio's "Got Your Back" team mantra, ensuring customers feel supported. The role covers core working hours of 10am - 6pm PT / 1 - 9pm ET and may occasionally require flexible scheduling for absences, with a day in lieu provided. This is an existing vacancy on the team.

Requirements

• Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!
• Curious with great detective skills - problem solving really gets you excited!
• Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools.
• 1 year experience in a customer-facing role at a SaaS software company.
• Excellent written and verbal communication skills with attention to detail.
• Strong organizational skills, calendar management, and prioritization are areas you excel in!
• Ability to multitask and context switch with ease.

Nice To Haves

• Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role.

Responsibilities

• Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.
• Reproduce issues, review logs and internal resources as needed to debug issues.
• Deliver viable workarounds and solutions to help customers meet deadlines.
• Provide both quick and high-quality support to customers, via email and phone.
• Communicate complex information to customers in a simple and easy-to-understand format.
• Create and maintain help center resources to aid customers in self-service.
• Document internal learnings, assisting other support team members in solving tickets.
• Participate in internal training sessions to teach teammates new skills.
• Partner with the wider Customer Experience team, delivering value and contributing to customer retention.
• Partner with Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects.
• Partner with Product and Design by sharing customer product feedback and discussing feature requests.
• Continuously learn about new features and product improvements, maintaining SME knowledge.
• Participate in team huddles to share new product learnings.
• Spot trends and proactively identify areas for team/process/product improvements.

Benefits

• Ongoing feedback and regular 1-on-1s (leveraging Lattice for 1:1s and performance conversations).
• Opportunity to elevate craft and explore creativity with a dedicated professional mastery allowance for learning support.
• Wide range of health and wellness benefits to support physical and mental well-being, starting day 1.
• MacBook laptop.
• Monthly phone and internet subsidy.
• Work-from-home budget to help set up home office.
• Supportive culture with opportunities for connections in a remote-first environment.
• Participation in townhalls, AMA (Ask-Me-Anything), and company celebrations.
• Opportunities to learn and connect through four Employee Resource Groups.
• Part of an award-winning workplace with an opportunity to make a big impact on the business.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed