Customer Support Associate

• Be the Frontline Hero: You'll be the first point of contact, providing empathetic and efficient support via chat, email, and phone. You'll listen, understand, and resolve issues with a human touch, building lasting relationships.
• Become a Product Maestro: Dive deep into our platform, mastering its intricacies to become the go-to expert. You'll proactively share your knowledge, empowering users to self-serve and thrive.
• Drive Continuous Improvement: Your insights will be invaluable. You'll identify trends, suggest process improvements, and collaborate with Product, Engineering, and Marketing to enhance the Birdie experience. You'll be a change agent, shaping the future of our product.
• Champion User Satisfaction: You'll not only meet but exceed our support KPIs, turning every interaction into a positive experience.
• Performance Excellence: Consistently achieve key metrics:
• Response Times: Under 5 minutes.
• Satisfaction Ratings: Above 90%.
• Average Handling Time: Under 15 minutes.
• Daily Interaction Volume: 40+ conversations, handling diverse complexity.
• This is not just a target, it is the base line of excellence we expect.
• Fuel Growth Through Knowledge: Leverage your growth mindset to become a Subject Matter Expert. Proactively identify and communicate your development needs, and contribute to internal and external knowledge sharing.
• Spot Trends and Innovate: You will actively seek out and identify trends within customer interactions, using this data to drive process improvements and enhance the Birdie experience.

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