Our team is deeply committed to delivering an exceptional experience for our customers, and we are seeking individuals who share that same dedication.

Job Overview:

As a Customer Support Specialist at Triple Whale, you’ll serve as the primary point of contact for our customers, helping them maximize the value of our platform. Your role will involve resolving issues, answering inquiries, and ensuring customers have a seamless and positive experience with our product. You play a key role in driving customer satisfaction and contributing to their success.

Main Duties:

• Provide live chat support for Triple Whale customers, managing the process from start to finish.
• Diagnose and troubleshoot technical platform issues.
• Offer guidance on best practices for using the Triple Whale platform and its features.
• Address urgent customer needs, guiding them to the most effective solutions across our platform.
• Serve as the initial responder for diagnosing and addressing platform health issues.
• Surpass customer expectations in terms of response quality, response times, and overall experience.
• Continuously develop expertise on the Triple Whale platform, online marketing, and the e-commerce industry.

Qualifications:

• 1-2 years of experience in a customer support or client-facing role within a SaaS or tech setting.
• Prior experience in e-commerce, analytics platforms, or another SaaS environment is strongly preferred.
• Excellent verbal and written communication skills, with the ability to simplify complex ideas.
• Strong problem-solving skills and the ability to troubleshoot basic technical issues creatively.
• A customer-centric mindset, with a genuine passion for helping others and ensuring their satisfaction.
• Proficiency with various software tools and a quick learner when it comes to new technologies and systems.
• Effective collaboration skills, with the ability to work well in cross-functional teams and contribute to a positive work atmosphere.
• Strong multitasking abilities and the capacity to prioritize tasks efficiently.
• Familiarity with HubSpot is a significant plus.