(Global Saas) Senior Customer Support Specialist - Remote Only

About the Company

Revolutionizing email marketing by unlocking the full potential of AI, our platform enables brands to double their engagement and conversion rates effortlessly. Businesses can now publish an AI-powered email newsletter that boasts a remarkable 40-60% daily open rate—without dedicating time to content creation. At the core of our offering is a unique blend of AI's precision and human insight, ensuring that every newsletter not only reaches its target audience with machine-like accuracy but also maintains the warm, personal touch that builds genuine connections. This powerful combination empowers brands to deliver content that resonates deeply, forging stronger relationships with their audience and driving significant business growth.

We prioritize quality and control, offering expert oversight and a fully customizable content strategy to align with your brand's unique voice and goals. Our proprietary "perspective engine" leverages advanced algorithms to curate content that speaks directly to your audience's interests, backed by the meticulous care of our human experts to guarantee each newsletter's excellence. The result? A marketing solution that is powerful, automated, and deeply personal. With our platform, you're not just sending emails; you're engaging in meaningful conversation, ensuring your message not only reaches but truly connects with your audience, paving the way for unparalleled conversion rates and customer loyalty.

Join our dynamic team as a Customer Support Specialist, where you will be the frontline of support, ensuring customer satisfaction by resolving technical issues, guiding users through our platform's features, and managing customer accounts. This role demands a deep understanding of marketing SaaS platforms combined with exceptional communication skills. The ideal candidate will be adept at troubleshooting, eager to acquire deep product knowledge, and skilled in managing customer expectations efficiently.

Responsibilities:

• Efficiently respond to and manage customer inquiries and support tickets.
• Handle simple client requests and changes with precision.
• Oversee the scheduling and dispatch of newsletters, including the approval process.
• Troubleshoot and resolve technical issues while providing step-by-step guidance on platform features.
• Escalate complex issues to the technical team for further investigation.
• Manage and triage customer requests to prioritize urgent matters.
• Execute audience uploads, DNS updates, and manage client projects and changes.
• Ensure the smooth setup of customer accounts and onboard users to the platform.
• Demonstrate an exceptional understanding of the product to support and educate users.

Requirements:

• Exceptional communication skills, with the ability to effectively convey technical solutions.
• 2+ years proven experience with SaaS (Software as a Service) platforms, particularly in a marketing context.
• Strong problem-solving skills and a customer-first approach to support.
• Excellent organizational skills, with the ability to follow up diligently and manage multiple tasks simultaneously.
• Experience in handling customer expectations related to timelines and quality of service.
• Flexibility to work remotely and align with Eastern Standard Time (EST) work hours, ensuring availability for our global user base.