Customer Service Associate

We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience. Core Responsibilities Customer Support: •Respond to customer inquiries via email, chat, and ticketing tools. •Triage, troubleshoot, and resolve product issues. •Escalate complex technical problems to engineering with clear documentation. •Follow up with customers to ensure issues are fully resolved. Customer Experience: •Maintain a high level of empathy and professionalism in all interactions. •Identify recurring issues and suggest improvements to reduce support volume. •Create and update help center articles, FAQs, and support documentation. Operations & Process: •Track support metrics (response time, resolution time, CSAT). •Help build and improve support workflows and playbooks. •Collaborate with Product/Engineering to share customer feedback. Required Skills & Qualifications Must-Have: •1–3 years of customer support or customer-facing experience •Excellent written and verbal communication skills. •Strong problem-solving and troubleshooting ability. •Highly organized and detail-oriented. •Comfortable working in a fast-paced, ambiguous environment. Nice-to-Have: •Experience with ticketing tools. •Experience working with customers in construction / finance. •Basic technical skills (SQL, APIs, or debugging workflows) •Experience creating help center or knowledge base content.