Senior Customer Support Specialist

I need an experienced service specialist who is confident taking full ownership of customer queries arriving through phone and email. The workload is a blend of technical support, billing & account questions, and everyday product-use enquiries, so you should be just as comfortable explaining a troubleshooting step as you are clarifying an invoice.

You’ll be the first line of contact for roughly three-hundred customers a week. I rely on you to keep response times tight, document every interaction in our CRM, and escalate anything that needs deeper engineering or finance review. Clear, patient communication and a warm tone are non-negotiable for this role because maintaining long-term trust with our user base is the goal.

Experience with common SaaS help-desk tools such as Zendesk or Freshdesk, a solid phone manner, and crisp email writing are essential. If you can share a brief sample reply that showcases your style—one email and one call de-brief—I can assess fit quickly.

Deliverables I will review weekly:
• An export of all ticket notes from the CRM
• A short summary highlighting recurring issues and any process improvements you recommend

If you thrive on solving problems and enjoy turning stressed callers into satisfied customers, I’d love to see how you work.