Job Description

As a Customer Support Specialist, you will provide a helping hand to our customers who drive lead engagement and increase conversion rates with Postal. With a thorough knowledge of how Postal works, you will deliver an excellent support experience through creative problem solving. In this role, you will be responsible for handling incoming chats from the Postal website, responding to tickets from the email queue, and building out our Help Center articles so our customers can self-service.  You will be answering questions and if required, passing more complex questions or opportunities to the appropriate team(s). 

The ability to thrive in a fast-paced environment and embrace high-volume while providing outstanding customer service will lend to one’s success in this role. During times when there are no incoming calls or chats, you will assist the marketing and sales ops team to develop content and solutions that help our customers better understand how to succeed with Postal.

RESPONSIBILITIES:

• Manage incoming chats from our Postal website, escalating when appropriate

• Manage incoming email tickets to our support queue

• Build out and maintain our Help Center articles, creating articles as new features are released, and updating old articles when improvements are made

• Maintain comprehensive knowledge of Postal to identify issues, engaging with our product and engineering teams to solve more complex product issues

• Collaborate with account managers or sales teams to identify opportunities for existing customers to use more services

• Provide support & guidance to marketers, salespeople, and service professionals across our customer base that use Postal

• Help customers navigate a variety of tools & features within Postal

• Communicate thoughtful, customized solutions that help customers move forward and grow their business

• Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Qualifications

• 1+ years of experience in a fast-paced corporate environment

• Possess technical aptitude or familiarity with software concepts

• Have demonstrated experience in customer service and are passionate about the customer experience

• Can autonomously troubleshoot and further investigate to fix a problem

• Adapt quickly to changing priorities and customer needs

• Proven ability to work effectively in a team environment with shared responsibilities and collaborative team spirit.

• Strong interpersonal and communication skills, both verbal and written.

• Effectively de-escalate customer issues using empathy and conflict resolution skills.

• Utilize effective time management and prioritization skills in order to handle a high volume of chats in a fast-paced environment

Additional Information

At Postal.io we believe in a strong work/life/spiritual balance that only comes with a strong company culture that supports its people to do their best work.  We don't take ourselves too seriously, but we do have high expectations for our team and we ask that they have the same for us.  We embrace people for who they are, and believe that diversity, inclusion and belonging are our greatest strengths.  Perks include continuous learning opportunities, healthcare benefits, unlimited PTO, team outings, volunteer opportunities, and more.