Customer Service Associate handling inbound patient calls for scheduling appointments at a leading vision care provider. Delivering excellent customer service and supporting clinic operations.
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
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Direct Support Professionals providing care to individuals in a residential setting. High quality direct care services to adults with intellectual and developmental disabilities.
Customer Service Representative assisting clients at Prosperity Bank. Resolving inquiries professionally and maintaining strong relationships in the Customer Service Center.
Customer Service Representative providing excellent service and support for banking clients. Handling inquiries and maintaining relationships in Prosperity Bank’s Customer Service Center.
Assistente de Customer Experience supporting implementation of new clients at Edify. Focused on clarity and organization during onboarding and client transitions.
Bilingual Customer Service Agent managing customer inquiries during weekends for Axented. Supporting users via phone, chat, and email with empathy and problem - solving skills.
Peer Support Specialist providing encouragement to individuals navigating behavioral health challenges. Focused on connection and motivation, using lived experience and motivational interviewing techniques.
Customer Experience Specialist at DentalMonitoring providing support via multiple channels for their innovative SaaS orthodontic solutions. Collaborating with various teams to enhance customer satisfaction.
Customer Service Representative in Berlin focusing on customer support and satisfaction in education services. Engaging with clients through various communication channels to manage inquiries and ensure quality service.
Customer Service Summer Student responsible for managing relationships with Nestlé Ice Cream customers. Collaborating cross functionally to support account management and customer service objectives.