Customer Support Specialist

📋 Description

• • As a Customer Support Specialist at Hiya, Inc., you will be at the forefront of ensuring exceptional service delivery for our most valuable clients: Strategic Operators and Enterprise Customers. This role is critical to our continued growth, demanding a proactive and systematic approach to customer support that moves beyond reactive issue resolution to building a robust, scalable support framework.
• • You will own the entire support journey for these key accounts, from initial contact to final resolution. This involves making crucial, real-time decisions regarding ticket prioritization, effective routing to the appropriate internal teams, and determining the optimal resolution strategies to consistently meet and exceed Service Level Agreements (SLAs) for both time to resolution and the quality of the first response.
• • A significant aspect of this role is the proactive development and maintenance of essential support resources. You will be responsible for creating and refining support playbooks, standard operating procedures, and comprehensive documentation. These resources will codify best practices, empower the entire support team to manage increasing complexity and volume efficiently, and ensure that our high standards of quality are maintained even as our customer base expands.
• • Your keen observation skills will be vital in identifying recurring customer pain points and systemic issues. You will translate these insights into concrete, actionable process improvements. Furthermore, you will establish and nurture clear, effective feedback loops with our Product and Engineering teams, ensuring that customer challenges directly inform product development and strategic decision-making.
• • This position offers a high degree of autonomy. You will be empowered to make independent judgment calls on how best to solve customer problems within established guidelines. Strategic escalation will be a key skill, knowing precisely when and how to involve other departments or when issues necessitate cross-functional alignment or have broader implications for our product roadmap.
• • You will frequently encounter customer issues that may lack clear documentation or established precedents. In these situations, your technical aptitude, resourcefulness, and problem-solving skills will be essential. You will be expected to conduct thorough research, perform testing, and leverage available resources to deliver accurate and effective solutions.
• • Success in this role is measured by tangible outcomes. You will be instrumental in maintaining high customer satisfaction scores while simultaneously improving resolution metrics as ticket volume scales. This demonstrates our ability to deliver efficient, high-quality support without compromising the customer experience.
• • The support processes and playbooks you develop will significantly reduce the time-to-competency for new team members and enable faster, more consistent issue resolution across the entire support function. Your contributions will directly impact the team's overall efficiency and effectiveness.
• • Your insights derived from direct customer interactions will be a valuable asset, directly influencing product enhancements and operational strategies. This strengthens the critical feedback loop between the customer support function and the broader organization, ensuring customer needs are central to our business strategy.
• • Hiya fosters a culture of ownership, transparency, and autonomy. We expect team members to take initiative, form well-reasoned opinions, and engage directly with challenging problems. You will be encouraged to work through ambiguity, carefully weigh trade-offs, and take full responsibility for your results, all while upholding a high standard for quality and customer trust.
• • You will embody Hiya's core values: Serve by holding a high bar for trust and quality; Own by sharing in successes and learning from failures; Lead by listening, showing up with a point of view, and committing to decisions; Improve by embracing change and challenging the status quo; and Do by taking action rather than observing.
• • This role is an opportunity to shape the future of voice communication by ensuring our enterprise clients have a seamless and positive experience with Hiya's cutting-edge technology.