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SaaS company seeks a Customer Support Specialist to champion the customer's voice and optimize AI-driven tools for faster and more effective resolutions.
remote work
flexible hours
training
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Customer Success Manager

Nicosia, Cyprus•Remote

Full-time

customer support
feedback management
agile collaboration
crm
sales automation

Job Description:

  • Location: Fully remote, EU timezone (CET +/- 2hours)
  • Start date: ASAP
  • Languages: Fluent English is mandatory
  • Our client: SaaS specialized in outbound sales automation

Responsibilities:

  • Directly engage with customers across all communication channels, respond to inquiries and feedback to build trust and loyalty.
  • Champion the customer's voice and ensure feedback is communicated and acted upon.
  • Implement and optimize AI-driven tools to streamline support tasks for faster and more effective resolutions.
  • Oversee a cohesive and integrated customer support strategy across various platforms.
  • Update knowledge base and FAQ to ensure accurate and comprehensive self-help resources.
  • Collaborate cross-functionally to inform product development and decisions from a customer-centric perspective.

Skills and Competencies:

  • Exceptional direct communication skills to engage with customers empathetically and effectively.
  • Advanced technical proficiency with customer support platforms, feedback management tools, and agile collaboration tools.

Qualifications:

  • Relevant diploma or associate degree, Bachelors degree advantageous.
  • Minimum 5 years of customer support experience, with leadership experience preferred.
  • Proficiency in using CRM and digital feedback platforms.
  • Solid understanding of agile methodologies and experience with collaboration tools.
  • Fluency in English (written and spoken)
  • Experience with sales automation tools is a plus or any previous role as an SDR/AE.