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Customer Support Specialist
2 months ago
About the Role
We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Atomico. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.
Key Responsibilities
- Provide timely and effective support to customers via various channels, including email, live chat, and internal systems.
- Operationalize internal processes to build the foundation for scaling a global customer support organization, including documentation, macros, product FAQs, and more.
- Be an internal champion for improving the customer experience through various channels and serve as a liaison between customers and the rest of the team.
- Analyze, qualify, and escalate customer requests to appropriate teams or individuals, ensuring timely resolution of critical issues.
- Develop and maintain a deep understanding of our product and services, including integrations and the forward-looking product roadmap.
Requirements
- Proven experience in a high-growth SaaS environment, with a focus on customer support, including Tier 1 Support.
- Experience in critical issue handling, with a strong ability to analyze, qualify, and escalate customer requests.
- Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk preferred).
- Understanding of SaaS communication and collaboration tools, with a plus for experience working with enterprise customers.
- Self-starter with a demonstrated ability to take initiative and provide operational insight and value to an organization in high-growth environments.
- Value-based experience, with a demonstrated ability to evangelize and represent company values in category-creating markets.
- Demonstrated experience working collaboratively across internal departments, specifically product, engineering, and customer success teams.
- Thirst for learning and self-development, with a focus on staying up-to-date with industry trends and best practices.
What We Offer
- Competitive salary benchmarked to location.
- Meaningful stock options.
- 25 days annual holidays.
- Premier health insurance.
- Vision/Dental insurance.
- Mental Health & Physiotherapy cover.
- MacBook and accessories, along with a remote setup allowance.
- A remote-first company headquartered in London (Shoreditch).
Atomico is an Equal Opportunity Employer
We celebrate diversity and are committed to creating an inclusive environment for all employees.
