Customer Support at TalentHop

Job Description

The organization operates within the customer rewards and loyalty program industry, addressing challenges related to member engagement and support. It provides a platform to manage rewards and payments, striving to offer efficient and scalable member services as it grows.

About the Opportunity:

The CUSTOMER SUPPORT team member serves as the initial point of contact for members, primarily through chat support and ticket handling. This role is essential in resolving members’ initial inquiries, triaging issues, and ensuring a seamless support experience that contributes to member satisfaction and retention.

Responsibilities:

Respond to member inquiries via chat as the first line of support
Manage entry-level support tickets concerning payments, loyalty, and general platform questions
Identify trends in incoming tickets and escalate complex issues appropriately
Document member interactions and report ongoing patterns to senior staff
Collaborate remotely with internal teams and external partners to resolve issues
Acquire and maintain in-depth knowledge of products, features, and updates
Communicate product benefits effectively as the platform scales
Maintain organization and patience while addressing diverse member needs
Adapt support approaches to fit different business models
Deliver exceptional customer service through digital channels

Requirements:

0-2+ years of experience in customer support, operations, or related fields
Strong organizational, written, and verbal communication skills
Ability to quickly learn new platforms and adapt in a fast-paced environment
Team player with a focus on responsibility and task completion
Attention to detail and critical thinking skills
Flexibility to adjust to changing processes
Ability to handle confidential and sensitive information

Pay Range and Compensation Package:

Salary range for this role is $50,000 to $55,000
Eligible for equity and an annual performance-based bonus

Benefits & Perks:

Health insurance coverage from day one, including coverage for dependents
401(k) plan with an employer match
Commuter Flexible Spending Accounts
Paid time off
Employee-exclusive rewards opportunities

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Featured benefits

Medical insurance
401(k)
Commuter benefits