Customer Support Specialist

LeadIQ is a fast-growing Series B funded technology company headquartered in the Bay Area and Singapore, that provides innovative lead generation and sales prospecting solutions. Our cutting-edge platform empowers sales teams to streamline their workflow, accelerate lead generation, and drive revenue growth. We work with a diverse range of clients, from startups to mid-sized enterprises, helping them achieve their sales goals and drive customer success.

Job Description

We are looking for a passionate and dedicated individual to be our Customer Support Specialist in our team! As a Customer Support Specialist,  you will support our users throughout their day-to-day operations with passion, empathy, hard-work, and a craving for feedback. This is a truly thrilling period at LeadIQ, and this position offers you a unique chance to be on the forefront and actively contributing to the operational activities that makes the Support Team leave a lasting positive impression on our users.

Responsibilities

1. Provide top-tier customer support through various channels (emails & phone), ensuring prompt and accurate resolution of customer inquiries, issues, and concerns.
2. Handle escalated and complex customer cases with a high degree of professionalism, empathy, and problem-solving skills.
3. Collaborate with cross-functional teams such as Product, Engineering, and Sales to relay customer feedback, identify trends, and contribute to product/service improvements.
4. Maintain a deep understanding of our products/services, policies, and procedures to effectively assist customers and address their needs.
5. Proactively identify opportunities to enhance customer satisfaction and contribute to the refinement of support processes.
6. Assist in the creation and maintenance of support documentation, knowledge base articles, and FAQs to ensure consistent and accurate information is available to customers and the team.
7. Participate in regular team meetings, sharing insights, challenges, and successes with the broader customer support team and management.

Requirements

1. 2+ years of experience in a customer support role.
2. Proven track record of effectively handling complex customer inquiries and providing satisfactory resolutions.
3. Excellent written and verbal communication skills, with the ability to explain technical concepts in an easily understandable manner.
4. Strong problem-solving skills, including the ability to think creatively and adapt to evolving situations.
5. Empathetic and patient demeanor when interacting with customers, regardless of the nature of the inquiry.
6. Proficiency in using customer support software, ticketing systems, and communication tools.
7. Ability to work independently and collaboratively within a fast-paced team environment.

Benefits

• Competitive salary & equity eligibility
• Comprehensive health, dental, and vision insurance plans.
• Generous vacation and paid time off.
• Flexible work schedule with remote work
• Professional development and growth opportunities within a dynamic and fast-paced environment.

Location

This is a fully remote position.

About Us

LeadIQ is an equal opportunity employer and makes employment decisions on the basis of merit. We are committed to building a diverse and inclusive workplace. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

If you are passionate about supporting customers, have a strong background in managing mid to large-sized accounts, and thrive in a collaborative team environment, we would love to hear from you. Join LeadIQ and make a significant impact on the success of our clients and our organization as a whole.

Apply now >