Senior Customer Support Specialist - Remote

Overview

The Senior Customer Support Specialist will lead complex customer interactions and handle escalated cases for a niche bone broth product, ensuring a high standard of customer experience.

In Short

• Handle escalated and complex customer cases across email, chat, and potentially phone.
• Act as the final point of contact for unresolved customer issues.
• Investigate issues thoroughly and provide effective, long-term solutions.
• Support and guide junior customer support agents when needed.
• Ensure a consistently high-quality customer experience and customer satisfaction.
• Identify recurring issues and provide feedback to improve processes, FAQs, and workflows.
• Maintain accurate documentation of escalated cases and resolutions.
• Collaborate with internal teams (operations, fulfillment, product) to resolve root causes.

Requirements

• Proven experience in customer support or a related field.
• Strong problem-solving skills.
• Excellent communication skills.
• Ability to work independently and take ownership of issues.
• Experience in leading or mentoring junior staff is a plus.

Benefits

• Opportunity to work with a global staffing and recruiting agency.
• Flexible remote work environment.
• Competitive salary and benefits.
• Professional development opportunities.