Customer Support Specialist
Customer Support Specialist
Cluely
Remote, part-time Customer Support Specialist at Cluely. You will bridge the gap between customers and the product team, managing inquiries via Intercom, processing refunds through Stripe, and escalating issues to engineering via Slack. Focus on timely, empathetic support, achieving inbox zero each shift, and providing customer insights to inform product direction.
Qualification
- Startup enthusiasm and a desire to directly impact a growing company.
- Clear, empathetic written communication skills.
- Strong problem-solving abilities and quick decision-making.
- Technical comfort with customer support tools and the ability to learn new platforms; experience with Intercom, Slack, and Stripe preferred.
- Reliable and punctual for scheduled shifts; comfortable working remotely.
- Customer empathy and advocacy for user needs.
- Ability to work independently and autonomously in a remote setting.
Responsibility
- Monitor and respond to all incoming customer support tickets in Intercom during your shift, delivering timely, empathetic service.
- Assess inquiries and determine the appropriate action—resolve directly, process refunds via Stripe, or escalate to engineering.
- Process refund requests through Stripe to ensure a smooth customer experience when issues arise.
- Escalate technical issues to the engineering team via Slack and advocate on behalf of the customer.
- Manage the support inbox to achieve inbox zero by the end of each shift.
- Share customer insights and observed patterns to inform product improvements and roadmap discussions.
- Maintain reliable, consistent coverage for scheduled hours and uphold high standards of customer care.
- Learn and adapt quickly to new tools and workflows as needed (Intercom, Slack, Stripe).
