Customer Support Specialist
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Key skills for this role
About the Role
Voices seeks a Customer Support Specialist to provide high-touch support to voice talent and enterprise clients. You will triage and resolve inquiries, review jobs for trust and safety, and provide data insights.
Key Skills for This Role
Responsibilities
- Triage and resolve urgent cases, calls, and emails across multiple channels
- Review jobs and packages to ensure legitimate postings are approved and investigate suspicious users
- Tag 100% of assigned cases with accurate dispositions, types, and sentiment to provide data driven insights
- Log bugs for the IT team
- Serve as a subject matter expert and educational resource, attending interdepartmental meetings
- Embrace available tools and technology to recommend and execute efficiency improvements
Requirements
- Minimum of a College diploma in Marketing, Communications, Business Administration (or equivalent)
- Demonstrated experience in an advanced Customer Support role or related field
- Must be fluent in English
- Familiarity with Salesforce, Slack, and Google Suite
- Top tier time management, agility, and ability to juggle competing priorities
- Customer first mindset with passion for delivering high touch customer service
Full Job Posting
About the Role
- As a Customer Support Specialist within our Delivery & Operations department, you will be on the front lines providing a stellar, high touch experience to our diverse community.
- This role blends proactive customer problem solving with platform integrity; you'll resolve inquiries and act as a platform guardian.
Responsibilities
- Triage and Resolve: Prioritize and answer urgent cases, calls, and emails across multiple channels.
- Trust and Safety: Review jobs and packages to ensure legitimate postings are approved. Investigate suspicious users.
- Data and Insights: Tag 100% of your assigned cases with accurate dispositions, types, and sentiment.
- Cross Functional Collaboration: Serve as a subject matter expert and educational resource.
- Process Improvement: Embrace available tools and technology to recommend and execute efficiency improvements.
What You Bring
- Experience & Education: College diploma in Marketing, Communications, Business Administration (or equivalent), plus demonstrated experience in an advanced Customer Support role.
- Language Skills: Must be fluent in English. Proficiency in Spanish is an asset.
- Technical Proficiency: Familiarity with Salesforce, Slack, and Google Suite. Experience with AI powered support tools is a strong asset.
- Exceptional Soft Skills: Top tier time management, agility, and ability to juggle competing priorities.
- Customer First Mindset: A passion for delivering high touch customer service.
Perks & Benefits
- Generous Vacation
- Comprehensive Health Coverage
- Performance Bonus Program
- Learning & Development Support
- A Great Team
Compensation
- Canada (Remote): CAD 50,000 – CAD 55,000 per annum
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