Senior Customer Support Specialist

Senior Customer Support Specialist

Zipline is a well-funded and quickly growing SaaS company that works with many of the world's top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

At Zipline, our Senior Customer Support Specialists help improve the lives of our customers by supporting our front-line Support team and our Account Managers. We're hiring a Senior Customer Support Specialist who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems and offering solutions, then you are what we're looking for!

Responsibilities :

• Provide primary frontline support as a Tier 1 Senior Customer Support Specialist
• Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
• Achieve productivity standards and goals while maintaining the highest level of customer service
• Handle customer requests and questions with a thoughtful, friendly, and empathetic tone
• Collaborate with colleagues across the organization to find solutions to customer issues
• Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
• Maintain a polite, helpful, and professional manner at all times
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
• Familiarize yourself with new products and services as they are introduced
• Attend training and meetings as required
• Provide assistance with training for new Customer Support hires
• Help create and maintain internal and customer-facing documentation
• Support our developing Customer Support team and Account Managers with technical solutions to customer issues.
• Take lead on identifying, reproducing, and escalating issues across multiple business units within Retail Zipline (e.g. Account Management, Customer Success, Engineering, Product Management, etc.)
• Provide solutions to customer issues by developing scripts and processes to ensure data integrity.
• Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results.
• Help create and maintain internal documentation.
• Develop troubleshooting tips and tools to use in the diagnosis.

Competencies :

What's in it for you :

Want to learn more about how we work?

We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globecollaborating, innovating, and having a blast along the way.

Zipliners work from all overvans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we're distributed, we make space to connectwhether it's our weekly all-company social or gathering in person at our yearly retreats. We're building something meaningful together, and we're glad you're considering being a part of it. We can't wait to meet you!