We are seeking a highly skilled and experienced Customer Support Expert to join our dynamic team. In this role, you will be responsible for providing exceptional customer service to our clients while also handling internal escalations, deep-diving into specific topics by conducting an in-depth analysis and reviewing internal workflows.
Responsibilities
Provide professional and efficient customer support while ensuring high customer satisfaction.
Collaborate with cross-functional teams to resolve complex problems and ensure timely resolution.
Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
Monitor and evaluate the effectiveness of implemented workflow changes. Including providing recommendations to optimize departments KPIs.
Collaborate with our outsourced teams to ensure high quality of service and monitor their KPIs.
Generate reports on customer support metrics, including KPIs such as response times, resolution rates, and customer feedback.
Identify trends and patterns in customer inquiries and issues to proactively address them.
Minimum 2-3 years of work experience in customer support or related roles.
Strong analytical thinking, problem-solving skills and ability to handle complex customer issues.
Team-player who can work independently.
Fluent English speaker (verbal and written).
Advanced Hebrew speaker
Proficient in using Zendesk including Explore or other CRM systems.
Highly detail- and data – oriented with strong organizational and multitasking abilities.
Ability to work effectively in a fast-paced and dynamic environment.
Advantage:
Experience in a leadership/management position.
Experience with Looker/SQL
