Customer Support Specialist (US - Remote)

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel. 

The Customer Support Specialist is a critical role in delivering improved customer experience through best-in-class customer service and quality technical support to both external and internal customers. Customer support is a core asset for the company and a key differentiator in the event technology market. As a customer support specialist you will become a subject matter expert on the SpotMe / Onomi solutions, who is customer oriented with strong attention to detail, while managing multiple customer issues and queries. You will be part of a team that delivers a 24/7 ‘follow the sun’ support model. 

As a Customer Support Specialist, you will be reporting to the Customer Support Manager/Director where you will successfully triage customer queries to manage a minimum of 40 client chat interactions per week, including handling and escalating critical issues ensuring rapid, high-quality responses (65%). You will assist the engineering team by replicating workspaces to reproduce issues and provide troubleshooting on customer issues (25%). You will manage the issue workflow by raising internal Jira tickets, routing escalation to appropriate teams and ensuring client communications remain of the highest quality, while maintaining your product knowledge at the required standard (10%).

In your first month, you will complete a comprehensive onboarding and integration into the Customer Support function. This includes building relationships with the team and gaining in-depth familiarity with our processes, documentation, and support tools, including live chat and ticketing systems.

• Get hands-on with our product by getting certified with our SpotMe Academy, and the support team systems
• Become familiar with our SOPs, knowledge base and documentation, and develop an understanding of the live chat and the ticketing processes 
• Manage 200 first-line queries and/or issues via live chat and raising tickets as necessary for routing and escalation, displaying a high quality of clear and precise written customer communication

In your first 3 months, you will:

• Be consistently handling first-line queries and/or issues via live chat at an average of 18 per day, with a first response rate of <30 seconds
• Maintain high quality in your customer communications over live chat, meeting CSAT targets >93%
• Be starting to demonstrate knowledge of more advanced platform configurations, features and modules, as well as an understanding of multi factor authentication and SSO Integration
• Provide scheduled, critical issue out-of-hours Tier 1 support, on a rotation basis across the team. 
• Ensure chat conversations are consistently categorized by correctly tagging product attributes with high accuracy.

In your first 6 months, you will:

• Become a customer support expert, ensuring flawless execution of your responsibilities 
• Consistently exceed your CSAT target >95%, while managing a minimum average of 25 chats per day
• Regularly contribute to process and platform improvements, and ideas on how to improve support team processes leading to improved customer satisfaction
• Significantly increase the number and complexity of issues resolved to completion, rather than escalated

To excel in this role, you will bring a combination of technical expertise, and a relentless focus on customer experience. You are someone who thrives in a high-urgency environment delivering both rapid execution and high quality. Specifically, you should:

• Providing out-of-hours critical support: You are comfortable taking ownership of client communication after-hours during on-call rotations, to ensure continuous support coverage and rapid incident response across time zones.
• Operating with urgency and presence: You bring an always-on mindset and excel under pressure, particularly when navigating critical customer issues.
• Technical troubleshooting and systems thinking: You have a good technical background in SaaS customer support and can quickly understand, prioritise and troubleshoot technical issues, communicating effectively with both engineering and non-technical stakeholders.
• Managing real-time customer engagement: You are experienced in live chat environments and adept at handling multiple simultaneous, time-sensitive conversations without compromising on quality, accuracy, or tone.

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.