Job Description

Customer Support Consultant (Full-Time)
Sendoso is seeking a highly experienced and customer-focused Customer Support Consultant to join our team in Spokane. As a senior professional with 10+ years of experience, you will play a pivotal role in ensuring customer satisfaction by delivering exceptional support services. Your expertise will be vital in resolving complex customer issues, improving customer experience, and driving process enhancements.

Responsibilities

• Manage and resolve customer inquiries and complaints with professionalism and efficiency.
• Develop and implement customer support strategies to improve service quality.
• Collaborate with internal teams, including product development and sales, to address customer needs.
• Monitor key performance indicators (KPIs) and ensure service goals are met or exceeded.
• Give mentorship and preparing to junior colleagues to upgrade their abilities.
• Utilize customer feedback to identify pain points and recommend process improvements.
• Stay updated on product features, industry trends, and customer service best practices.
• Maintain accurate records of customer interactions and follow up on unresolved issues.

Requirements

• Four year certification in Business, Correspondences, or a connected field.
• A minimum of 10 years of experience in customer support or customer service roles.
• Proven expertise in handling complex customer issues and delivering exceptional solutions.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency with CRM software such as Salesforce, Zendesk, or similar platforms.
• Capacity to work in a high speed climate while dealing with numerous needs.
• Strong analytical skills to identify trends and recommend actionable solutions.

Preferred Skills

• Experience in the SaaS industry or a similar technical environment.
• Familiarity with customer support automation tools and chatbots.
• Advanced knowledge of data analysis and customer satisfaction metrics.
• Demonstrated ability to handle escalated issues and negotiate resolutions effectively.