Responsibilities

As a Senior Customer Support Specialist, you will be responsible for resolving customer inquiries and escalations across the entire customer lifecycle, including functionality, member experience, implementation, billing, and account changes. You will develop and implement efficiencies within the support model, build and maintain a customer knowledge base, collaborate with other departments to resolve complex issues, monitor response times and adherence to SLAs, document SOPs, train new team members, collect and analyze customer feedback, proactively identify opportunities to enhance the customer experience, leverage technology to streamline processes, and mitigate churn risks. You will also contribute to process improvement initiatives and maintain a high level of customer satisfaction.