Customer Support Specialist

2 weeks ago

Austin, TX, United States Shift Robotics Full time

As a Customer Support Specialist at Shift, you will play a vital role in ensuring our customers receive exceptional service and support for all their inquiries and needs related to our products. This multifaceted role will involve addressing customer inquiries, handling returns, coordinating product repairs, managing shipping logistics, and supporting B2B clients, among other responsibilities.

  • Provide prompt and courteous assistance to customers via phone, email, and chat to resolve inquiries and issues.
  • Maintain a deep understanding of Moonwalkers’ capabilities so that you can offer accurate information to customers.
  • Assist B2B customers with order processing, product information, and account management.
  • Manage and process returns, warranty claims, and repairs efficiently, ensuring customers are satisfied with the resolution.
  • Collaborate with the logistics team to coordinate shipping, tracking, and delivery status for orders and warranty returns.
  • Maintain clear and organized records of customer interactions and issues using our CRM system.
  • Identify trends in customer inquiries and provide feedback to improve product design, documentation, and customer experience.
  • Work closely with the Sales and Marketing teams to support marketing campaigns, promotions, and product launches.
  • Provide ongoing feedback and recommendations to improve customer support processes and procedures.

If you are passionate about helping people, have a strong customer service orientation, and want to be part of a company dedicated to making urban environments more accessible and sustainable, we encourage you to apply for the Customer Support Specialist role at Shift. Join us in shaping the future of urban mobility

Requirements

  • High school diploma required; bachelor's degree in a related field preferred.
  • 2+ years of customer support experience.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and a customer-centric approach to service.
  • Familiarity with CRM software and ticketing systems.
  • Detail-oriented, organized, and able to manage multiple tasks efficiently.
  • Proficiency in Microsoft Office and Google Workspace tools.
  • Desire to learn about and support our mission to make the world a more walkable place.
  • Ability to work collaboratively within a team and independently when needed.
  • Previous experience in the tech industry is a plus.

Benefits

  • Competitive salary.
  • Health, dental, and vision insurance.
  • 401(k) retirement plan.
  • Flexible working hours.
  • Opportunities for professional growth and development.
  • A dynamic, inclusive, and innovative work environment.

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