Customer Support Advisor
Core
Deliver exceptional support to program administrators (clients) and members, owning a diverse portfolio of support cases including complex and escalated issues.
Role type
Senior Customer Support Advisor (B2B/SaaS)
Builds
End-to-end support service for program administrators and members
Domain
SaaS / Customer Support
Deliverable
client delivery
Required skills
Advanced problem-solving, cross-functional collaboration, CRM proficiency (Salesforce), technical troubleshooting, SLA management, case documentation, trend identification
Preferred skills
Experience supporting B2B clients, managing escalated cases, SaaS background
Responsibilities
Own and manage end-to-end inquiries across multiple channels; Troubleshoot and resolve standard to complex or escalated issues; Provide clear, proactive communication throughout the case lifecycle; Partner cross-functionally with Technical Support, Product, and Customer Success; Act as a key point of contact for complex or sensitive cases; Balance multiple priorities across queues; Identify trends and recurring issues to support product/process improvements; Maintain accurate case documentation and meet SLA targets
Seniority
Mid-Senior, hands-on IC