User Engagement Associate

6 days ago


Palo Alto, California, United States Morfyus Full time

About Our Culture
Morfyus is committed to fostering a culture of inclusivity, respect, and compassion. We believe that mental health is health, and every person should be considered in the discussion. That's why we're proud to be an equal opportunity workplace, committed to providing equal employment opportunities to all applicants and employees regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, medical condition, genetic information, military or veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

Job Summary
We are seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer support department, you will be responsible for providing exceptional support to our users, addressing their concerns, and helping them get the most out of our platform.

About the Role
In this role, you will work closely with our team to ensure that every user's experience is of the highest quality. You will be the primary point of contact for users who need help with our platform, answering questions, resolving issues, and providing personalized support. Your excellent communication skills, empathy, and problem-solving abilities will enable you to turn negative experiences into positive ones.

Key Responsibilities
• Provide timely, personalized, and empathetic support to users via various channels (email, chat, phone).
• Answer escalated customer inquiries or route them to the agent best equipped to respond.
• Develop a deep understanding of our operating platforms, features, and available documentation.
• Identify patterns in bug reports and feature requests and escalate appropriately.
• Own tickets and tasks assigned to you, prioritizing them based on evolving team needs.
• Write internal and external knowledge base articles and canned responses to common inquiries.
• Act as a point person for questions from other teams regarding reported issues.

Requirements
• 2 years of relevant experience in customer support, preferably in a software-based service.
• Excellent written and verbal communication skills with a solutions-oriented approach.
• Strong problem-solving skills with the ability to think creatively and logically to resolve customer issues.
• Ability to work autonomously and take responsibility for completing assigned work through effective data-driven prioritization.
• Experience with Zendesk or similar ticketing platforms is a plus.

Salary Range
$28.00/hour - $40.00/hour based on location and qualifications.

Benefits
• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Flexible time off policy and paid holidays.
• Opportunities for professional growth and development.
• A supportive and inclusive work environment.



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