Swooped Hiring for Customer Support Specialist at New York City Metropolitan Area Full Time

About the Role

Our Client is building software to run a niche industry. They are seeking a detail-oriented, self-motivated Customer Support Specialist to provide outstanding service to their users. The role involves troubleshooting product issues, managing support documentation, and ensuring customer satisfaction. This is an opportunity to join an early team and make a significant impact on the future of the company.

Responsibilities

• Communicating directly with users to address issues through various channels
• Troubleshooting product issues and bugs
• Assisting customers with identifying goals, best practices, and product questions
• Prioritizing and managing backlog of tickets
• Gathering product feedback and sharing it with the engineering team
• Triage and troubleshoot at-risk accounts, and manage escalations
• Identifying opportunities for process improvements

About You

• Bachelor’s degree or equivalent work experience, 0-1+ years of customer service-oriented roles
• Ability to multitask and manage time effectively
• Strong communication skills, both written and verbal
• Experience managing issues through the end-to-end support lifecycle
• Coachable, takes ownership, and embraces collaboration
• Excited to work with a team of curious, driven individuals

Our Offer

• Competitive salary range: $60,000—$85,000 USD
• Remote or onsite position in NYC, with potential for west coast hours
• Opportunities to drive Customer Success strategy and execute key initiatives
• Strong focus on diversity and equal opportunity employment
• Accommodations for qualified individuals with disabilities

Note: This position may be remote or onsite in NYC, and the ideal candidate will be able to work West Coast hours.