Customer Support Specialist
Greater Boston Area
4 months ago
Mastery of product knowledge for entire Lose It! family of products (iOS app, Android app, Challenges app, embodyDNA).
Delivering accurate and timely responses to customers over multiple channels (email, chat, App Store reviews).
Clearly identifying, reproducing and logging bugs / product oversights.
Detecting trends in customer issues and escalating appropriately.
Updating processes and workflows in Zendesk using automations, triggers and macros.
Guiding junior members of the team in their approach to customer care.
Identifying opportunities for improvement, both for our team and our processes and the Lose It! suite of products.