Provide omnichannel customer support (phone, email, chat, social), resolve complex issues, manage orders/returns/billing in CRM, capture product feedback, and proactively engage customers using empathy, digital tools, and critical thinking.
Customer Service is the frontline of the brand, responsible for the human experience and ensuring every interaction builds value and trust. While automated systems like AI chatbots handle routine tasks, human representatives focus on complex problem-solving and emotional support.
Core Roles & Responsibilities
- Omnichannel Support: Managing customer inquiries across phone, email, live chat, and social media platforms to provide a seamless "channel-less" experience.
- Issue Resolution: Identifying root causes of complaints and providing effective solutions to ensure total satisfaction and prevent churn.
- Product Expertise: Maintaining in-depth knowledge of products or services to provide accurate information and "how-to" guidance.
- Account Management: Processing orders, returns, and billing updates while managing sensitive data in CRM systems like Zendesk or Salesforce.
- Feedback Integration: Collecting customer insights and reporting trends to product and marketing teams to drive long-term business improvements.
- Proactive Outreach: Anticipating customer needs by initiating follow-ups or sharing helpful resources before an issue escalates.
Essential 2026 Skills
- Advanced Empathy: Navigating high-stress situations with emotional intelligence to de-escalate frustrated customers.
- Digital Fluency: Comfort with AI-assisted tools, unified workspaces, and navigating multiple communication platforms simultaneously.
- Critical Thinking: Analyzing complex "puzzles" that require judgment beyond what automated scripts can provide.
Top Skills
Zendesk,Salesforce,Ai Chatbots
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
