Full-Time Customer Support Specialist

Customer Support Specialist is a critical part of the Spear Customer Support team.

Promptly and professionally respond to customer questions/issues while maintaining high customer satisfaction and retention rates.

Improve overall usage and adoption of the technology platform and help deliver desired outcomes.

Handle questions, comments, and complaints regarding Spear products and services via phone, email, or chat, ensuring timely and accurate resolution.

Display customer-centric focus and escalate issues when needed.

Ensure final resolution (if referred to different person/department) is communicated to the customer.

Follow all processes for logging customer correspondence into the support CRM.

Support internal and external technical needs to improve 90-day adoption of critical retention-driving technology tools for new clients.

Troubleshoot customer or webmaster issues related to embedding Spear videos/pictures on websites.

Maintain and update internal and external knowledge databases.

Create and update internal documentation for team training and knowledge.

Update and maintain support email templates and canned responses for chat.

Capture customer feedback and improve performance based on feedback.

Respond or escalate as needed based on customer response/score.

Gather customer feedback and share with management.

Keep key stakeholders updated on unresolved or escalated issues.

Help capture bug/feature issues/requests to be routed to the Product or Technology Teams via a ticketing system.

Requirements:

• 5+ years of world-class customer service experience.
• Help desk experience a plus.
• Strong technical proficiency.
• Excellent verbal and written skills.
• Proven ability to adapt to changing environments.

Compensation: $22-26/hr.

Benefits: Spear offers a full range of perks and benefits.

Additional Details:

• Great work/life balance: Unlimited time off and paid time off for volunteering.
• Comprehensive health & wellness benefits: Medical (including pets), dental, vision, 401k with match, maternity/paternity leave, mental health day.
• Company-sponsored events: Costume contests, Wellness Day, May the 4th be with you, Friday afternoon activities, team builders, 5k's
• Career development pathways: Coaching, training, on-the-job learning, annual review.
• Employee recognition: Nectar platform for recognition and rewards.
• Diversity & Inclusion: Spear Collective groups.
• Transparent communication: Company-wide all-hands meetings, weekly 1:1s, weekly Office Vibe surveys.

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