Customer Support Associate - Full-time -Remote

About the job

About Our Client

Our client empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. The company provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes.


About The Role

As a Customer Support Associate, you’ll play a pivotal role in delivering seamless experiences for the company's customers. Your main responsibility will be to effectively solve customer issues and help them get the most out of the product. The team operates in a multi-channel environment, providing support through chat and email. This is a highly interactive position where you’ll be on the frontlines providing world-class customer support through your expertise in the product.

In this role, you will: 

• Deliver exceptional customer experiences in every interaction.
• Become an expert in the product and provide effective solutions for customer issues.
• Work closely with the teams in the US, EU, and Philippines, ensuring smooth cross-team communication and a seamless customer journey.
• Collaborate effectively with Tier 2 and Tier 3 support teams for issues that require deeper investigation.
• Manage multiple customer cases at once, demonstrating strong multitasking skills and the ability to remain organized and calm under pressure.
• Meet and exceed KPIs, including CSAT (Customer Satisfaction) and Quality assurance.
• Use your strong written and verbal communication skills (in English) to assist clients effectively.

About you:

• 1-2 years of experience in a customer support or customer service role, or a similar position.
• Strong multitasking skills and the ability to handle a high volume of inquiries.
• A passion for delivering excellent customer service and ensuring satisfaction.
• A collaborative mindset, working effectively with cross-functional teams.
• Proven ability to achieve and exceed performance metrics (e.g., CSAT, Quality Assurance).
• Excellent written and verbal communication skills in English.
• Willing to work in Eastern or Central time zones. (9am-6pm ET)

The annual OTE (base/bonus combined) for this role is between $55K-$60K
Company Culture

The employees are known for their work-life balance and creative virtual team-bonding events. And although the workforce is located across the globe, the team stays connected with the help of technology and ensures that everyone feels like a team

Employees work best when they're happy. The company retains talent by upholding values of integrity & transparency, and providing a product that changes the lives of its customers.


Benefits:

The benefits include tremendous career growth opportunities, a competitive salary, health and commuter benefits, company-paid life & disability, 20+ PTO days, 401K and FSA plans.

The hiring company is an Equal Opportunity Employer. They are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.



Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

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