U.S. 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.
• Understand customer concerns to find the root cause of problems and use all available resources to provide 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.
• Build and maintain relationships with internal and external partners.
• Manage the overall quality of all social and digital channels and identify opportunities for process improvement.
• Meet quality and productivity goals and metrics, and track all responses.
• Participate within a team setting to execute tasks, share best practices, and focus 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.
• Meticulous attention to detail and strong reading comprehension.
• 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 across different media avenues and internet browsers.
• Technical troubleshooting skills and knowledge of Microsoft Office and Google Suite.
• Ability to adapt quickly to changing situations and develop solutions proactively.
• Established work ethic, personal accountability, and integrity.
• Highly motivated self-starter with initiative and minimal supervision.

Nice to Have

• Tax-related expertise.
• Fluent in English and Spanish (Bilingual) for U.S. positions.

Qualifications

• Experience in customer service.
• Strong communication skills in English.
• Technical proficiency with social media platforms, Microsoft Office, and Google Suite.
• Ability to handle multiple channels and complex problems.

Benefits & Perks

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Position eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay based on factors such as job-related knowledge, skills, experience, and work location.
• Regular pay equity comparisons across categories of ethnicity and gender.