Your Role:

📍Customer-Centric Support: Serve as the first point of contact for our retail user base, responding to inquiries via Zendesk, Slack, and video calls. 📍Build Relationships: Provide a welcoming and empathetic experience for customers, ensuring they feel supported and understood at every stage. 📍Collaborate Cross-Functionally: Work closely with product, engineering, and operations teams to escalate issues when necessary and stay aligned on user needs. 📍Create and Maintain Knowledge Base: Shape and continually improve FAQ articles and other self-help materials; moderate and manage content to keep our resources accurate and user-friendly. 📍Identify and Communicate Trends: Spot common questions or concerns and share insights with internal teams to boost overall user satisfaction and guide product development. 📍Monitor KPIs: Track response times, ticket resolution rates, and user satisfaction metrics; use these insights to refine support processes and enhance the user experience.

Key Responsibilities:

📍Issue Resolution: Address and resolve user inquiries promptly and professionally, providing clear and friendly communication at all times. 📍Escalation Management: When necessary, escalate issues to the appropriate teams and follow through to ensure a timely resolution. 📍Content & FAQ Ownership: Develop and maintain FAQ articles, guides, and other resources to empower users to find solutions independently. 📍Feedback Loop: Collect user feedback and feature requests; share these insights with the product team to help refine and improve the overall experience. 📍KPI & Quality Tracking: Monitor support-related KPIs (like ticket resolution time and user satisfaction), ensuring they meet or exceed targets.