Seasonal Supportability Specialist

About the Role

Key Responsibilities

• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms.
• Interact with internal collaborators and customers through unscripted, natural, and transparent written communication, utilizing soft skills to acknowledge and empathize in every interaction.
• Understand customer concerns to find the root cause of problems and use all available resources to provide 100% accurate responses.
• Provide social care and engage with escalated cases as needed.
• Ensure comprehensive and timely responses to Q&A for products on designated e-commerce and retail platforms such as Amazon and Bazaarvoice.
• Translate 'voice of the customer' feedback into data that provides insights on customers, agents, and products.
• Collaborate with internal and external partners regarding emerging issues, customer concerns, product defects, and enhancement opportunities.
• Determine appropriate action plans for high-touch and sensitive issues on social media, including response plans for controversial topics.
• Proactively engage in resolving emerging issues and handle ad-hoc requests.
• Build and maintain relationships with internal and external partners.
• Engage with cross-functional teams to bridge gaps and resolve complex customer journey issues.
• Manage the overall quality of all social and digital channels.
• Identify opportunities for process and workflow improvements and provide feedback.
• Meet quality and productivity goals and metrics.
• Track responses and report defects or outdated content.
• Participate within a team setting to execute tasks, share best practices, and maintain high engagement focused on customer success.

Requirements

• Customer service experience.
• Ability to communicate clearly, provide feedback, and foster collaboration with frontline support agents, colleagues, and customers.
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition without dependence on AI.
• Meticulous attention to detail and great reading comprehension.
• Proven ability to articulate written responses precisely and accurately.
• Familiarity with online interactions and social media platforms.
• Strong problem-solving, investigative, and critical thinking skills.
• Typing proficiency and understanding of social media etiquette.
• Ability to multitask and decipher content from different media avenues and internet browsers.
• Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite.
• Ability to adapt quickly to changing situations and proactively develop solutions.
• Established work ethic with personal accountability for accuracy and quality.
• Demonstrates integrity and initiative with minimal supervision.
• Fast learner capable of evaluating complex problems and recommending solutions.

Nice to Have

• Tax-related expertise.
• Fluency in English and Spanish (Bilingual) in the United States.

Qualifications

• Experience in customer service.
• Strong communication skills.
• Technical proficiency with social media platforms, Microsoft Office, and Google Suite.