Customer Support Senior Associate
Core
Provide high-touch customer support via chat, email, and phone for a B2B spend management SaaS platform, troubleshooting issues and acting as the voice of the customer.
Role type
Senior Customer Support Associate (B2B SaaS)
Builds
Customer support operations and product feedback loops
Domain
Financial Technology (FinTech) / Spend Management
Deliverable
client delivery
Required skills
Troubleshooting, problem-solving, cross-functional collaboration, knowledge base management, SaaS support tools proficiency, accounting/bookkeeping knowledge
Preferred skills
Fluency in a European language (German, Danish, Swedish, or Spanish), experience with FreshWorks/Intercom/Zendesk
Technologies
FreshWorks, Intercom, Zendesk
Responsibilities
Interact with customers over chat, email, and phone; troubleshoot and resolve product issues; escalate complex problems; provide feedback to product teams; contribute to the knowledge base
Seniority
Senior, hands-on IC
