Customer Service Coordinator at BAM improving client service through Site Solutions Hub. Handling transactions, customer queries, and ensuring first - class customer experience in Kilsyth.
About the role
- Customer Support Representative assisting users of Scrunch's AI platform via email, chat, and ticketing. Troubleshooting issues and contributing to user documentation and onboarding efforts.
Responsibilities
- Serve as the initial point of contact for customer inquiries via email, chat, and ticketing systems.
- Diagnose technical and usability issues, working cross-functionally to drive timely resolution and provide feedback to our product and education teams.
- Maintain a high standard of professionalism, accuracy, and clarity in every customer interaction.
- Develop deep, up-to-date knowledge of the Scrunch platform, use cases, and feature set.
- Translate technical concepts into clear, user-friendly explanations for customers with varying levels of technical proficiency.
- Create and contribute to support documentation, FAQs, quick-start guides, and help-center resources.
- Identify common user patterns and propose improvements to the customer experience.
- Manage, prioritize, and resolve a high volume of inbound tickets within defined SLAs.
- Track issues and trends to support internal reporting, root-cause analysis, and workflow optimization.
- Assist with onboarding activities by answering setup questions and reinforcing best practices.
- Support proactive outreach to ensure customers are informed about product changes, updates, and new features.
- Partner with Customer Success on escalations and customer-specific needs.
- Provide the product team with insight into recurring issues, usability gaps, and feature requests informed by real-world customer interactions.
- Participate in testing new features, helping validate functionality and assess customer impact.
Requirements
- 1–2 years of experience in customer support, technical support, SaaS support, or a related customer-facing role.
- Strong problem-solving and troubleshooting abilities, with the ability to navigate ambiguous or complex issues.
- Excellent written and verbal communication skills; able to translate technical details into clear customer guidance.
- High level of empathy, patience, and customer-centricity.
- Comfortable working in a fast-paced, evolving startup environment with shifting priorities.
- Familiarity with SaaS tools, ticketing systems, and basic technical concepts is a plus.
Benefits
- Offers Equity
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