Customer Service Representative

📋 Description

• • Own the entire customer journey from first contact to final resolution, acting as the single, trusted point-of-contact for every candidate, hiring manager, or admin who reaches out. You will greet each inquiry with curiosity and empathy, quickly distilling context so the customer never has to repeat themselves.
• • Troubleshoot technical and process issues across our talent-acquisition platform—ranging from login hiccups to complex workflow automations—by combining product knowledge with creative problem-solving. You will see every ticket through to closure, documenting steps taken and ensuring the customer experiences a seamless, frustration-free resolution.
• • Escalate nuanced or engineering-level challenges to the appropriate internal teams (Product, Engineering, Customer Success) with crystal-clear reproduction steps, customer impact statements, and suggested priority. You will then quarterback the ticket, providing regular updates back to the customer until a fix is live.
• • Collect structured feedback immediately after resolution to measure customer satisfaction and surface improvement opportunities. You will transform these insights into actionable tickets for Product and CS leadership, directly influencing our roadmap and reducing future contact volume.
• • Author and maintain a living library of solution articles, FAQs, and micro-videos that empower customers to self-serve. Your documentation will be concise, searchable, and enriched with screenshots or GIFs, cutting repeat inquiries and boosting platform adoption.
• • Champion our helpdesk software (Zendesk or similar) by mastering macros, automations, SLAs, and reporting dashboards. You will propose workflow tweaks that shave seconds off every interaction, translating into measurable gains in CSAT and first-response time.
• • Participate in weekly “voice of the customer” sessions where you will present trending pain points and celebrate wins. Your storytelling will shape cross-functional priorities and reinforce a company-wide obsession with candidate-centric experiences.
• • Contribute to our Continual Process Improvement plan by running quarterly root-cause analyses and A/B testing new support tactics. You will track KPIs such as ticket deflection rate, average handle time, and NPS, iterating until targets are exceeded.
• • Collaborate closely with Sales and Onboarding to ensure a smooth handoff from purchase to day-to-day usage. You will occasionally join prospect calls to provide technical clarity, reinforcing our reputation for world-class post-sale support.
• • Embrace a remote-first culture while maintaining strong ties to our New York hub. You will join optional in-person “support jams” for brainstorming, training, and team building, ensuring you stay connected to colleagues across Philadelphia and beyond.