Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST

Job Purpose:

As a Customer Support Specialist (CSS) at Triple Whale, your primary focus will be on providing exceptional support to our e-commerce stores and agency clients who maintain direct relationships with these stores. You'll join our expanding global team of superstar CASs who are passionate about guiding our clients toward success.

Duties and Responsibilities:

• Involve promptly handling customer inquiries via emails or chats, including managing bugs, addressing questions, and accommodating feature requests from incoming clients.

• Educate clients about Triple Whale's product offerings and provide valuable insights into how our tools can benefit their e-commerce businesses. This may involve explaining the features and benefits of our platform.

• Deliver friendly, timely, efficient, and professional follow-up to client inquiries, always maintaining a positive and helpful demeanor while addressing customer concerns.

• Take ownership of customer queries, ensuring that issues are resolved to the client's satisfaction and proactively seeking creative solutions when necessary.

Qualifications:

• Proficient in SQL with hands-on experience.

• With previous customer service experience, particularly in a SaaS environment.

• Has strong computer skills and is tech-savvy.

• Has an excellent written and verbal English communication skills.

• Quick learner, service-oriented, team player, and with a positive attitude.

• Amenable to work in the Eastern Time Zone (USA).

• Can start immediately.