Lead Customer Support Consultant

Cargas • Lancaster, PA

7h • Hybrid

About The Position

Cargas is hiring a Lead Customer Support Consultant to support our Cargas Energy customers. In this role, you'll provide deep customer support expertise to proactively work with customers to resolve issues. You'll collaborate with internal teams, including Consulting and Product teams, to improve the overall customer experience. You'll also provide mentorship and workflow coordination for the broader support team.

Requirements

• Bachelor's degree or equivalent experience.
• 4 years of experience in a customer-facing position or equivalent customer support experience, or 2 years of experience with the Cargas Energy product.
• Ability to learn Cargas products, remote support software, and ticketing systems.
• Strong organizational, collaboration, and time-management skills.
• Excellent written and verbal communication skills.

Nice To Haves

• Experience with Zendesk analytics and administration.
• Software support experience.
• Basic SQL skills.

Responsibilities

• Partner with customers to troubleshoot issues, provide timely resolutions, and deliver an exceptional support experience.
• Educate users on product functionality, best practices, and new features.
• Support drivers and technicians in the field when product-related issues arise.
• Identify trends in customer issues and provide feedback to improve products, services, and support processes.
• Collaborate with Consulting and Product Development teams to advocate for customer needs and recommend enhancements.
• Contribute to the creation of training resources for customers and team members.
• Maintain accurate documentation of customer interactions, issues, and resolutions.
• Prioritize and manage support activities to meet individual and team service goals.
• Drive continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
• Coach and mentor team members while contributing to employee development and team success.
• Coordinate team workload, assign work as needed, and support capacity planning and forecasting efforts.
• Champion the use of approved AI technologies, automation, and self-service solutions to improve team effectiveness and customer experience.

Benefits

• employee ownership
• profit sharing
• bonus programs
• comprehensive benefits
• cost-saving programs focused on mental, physical, financial, and social well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level