Customer Support Specialist

Why you’re important to us:

As a Customer Support Specialist, you serve as the first line of defense for the company. You serve as a knowledgeable resource for our clients, offering expert guidance on our products and services while delivering exceptional customer experiences. Your ability to respond to inquiries, resolve issues, and communicate effectively across teams helps ensure that requests are processed efficiently and that our reputation for excellence is maintained. You play a vital role in upholding our commitment to providing world-class service.

Role Overview:

The Customer Support team is the primary touchpoint for all post-launch customer needs. Our team addresses a wide range of inquiries, requests, and feedback through phone, email, and live chat.

As a Customer Support Specialist, you will:

• Leverage in-depth knowledge of Doctor Genius products to support clients and resolve escalated or technically complex cases
• Manage support tickets in alignment with our Time-to-Respond and Time-to-Resolve goals
• Deliver clear, empathetic, and effective communication to ensure a consistently excellent customer experience
• Provide high-level education on campaign performance metrics to help clients understand how their marketing efforts are performing and where opportunities exist

Responsibilities include, but are not limited to:

Customer Relationship Management

• Provide comprehensive support for up to 200 customer accounts
• Handle inbound and outbound calls, routing complex issues to appropriate specialists
• Process and prioritize new and existing support cases daily
• Conduct follow-up communications to ensure complete resolution

Technical Support & Training

• Deliver prompt, professional responses to customer inquiries via phone, email, and chat
• Train clients on Doctor Genius tools to maximize their success
• Understand and guide clients on website aesthetics and design optimization within our product capabilities
• Coordinate with third-party vendors and advocate on behalf of clients when necessary

Product Expertise & Communication

• Identify customer requirements and articulate specific benefits of Doctor Genius solutions
• Bridge technical and non-technical teams by translating complex concepts into accessible language
• Drive product adoption through strategic guidance and support
• Escalate potential churn risks to management with detailed context

Cross-Functional Collaboration

• Partner with development teams to communicate client requirements effectively
• Maintain clear communication with team members and leadership regarding goals and progress
• Contribute to continuous improvement initiatives based on customer feedback

How You Will Stand Out:

Core Competencies

• Proactive problem-solving mindset with strong initiative
• Exceptional written and verbal communication abilities
• Experience in customer-facing roles with demonstrated success in client retention
• Experience in fast-paced, technology-driven environments

Technical Requirements

• Fundamental understanding of web technologies and digital platforms
• Rapid adaptability to new software systems and tools
• Experience with solution-based SaaS or online marketing support preferred
• Proficiency in Salesforce, Google Workspace, Microsoft Office, and similar platforms
• Ability to translate complex technical concepts for diverse audiences

Working hours are 8:00 AM - 5:00 PM PST

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: Remote