Customer Support Specialist

Location: Remote (with flexibility for overlapping U.S. business hours)

About the Role

Zappy BPO is looking for an empathetic, detail-oriented Support Specialist to join our growing customer experience team supporting one of our key technology clients. You’ll be the first line of defense for customers; helping resolve issues quickly, communicating clearly, and ensuring every interaction builds trust and satisfaction. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in delivering world-class service.

Key Responsibilities

• Customer Support & Resolution
  • Handle inbound customer inquiries through chat, email, and phone with professionalism and accuracy
  • Diagnose and resolve issues related to account setup, billing, product use, and troubleshooting
  • Maintain a strong understanding of product updates, policies, and processes to provide accurate assistance
     
• Ticket Management & Escalation
  • Manage assigned support tickets within SLA targets
  • Escalate complex or high-priority issues to the Operations Manager or specialized teams as needed
  • Follow up on open cases to ensure timely and satisfactory resolution
     
• Communication & Customer Experience
  • Deliver clear, concise, and empathetic communication in every interaction
  • Identify opportunities to improve the customer journey and share insights with leadership
  • Contribute to a culture of accountability, positivity, and customer advocacy
     
• Knowledge & Process Adherence
  • Follow all standard operating procedures (SOPs) and documentation guidelines
  • Participate in regular training sessions to stay current with product features and internal workflows
  • Support QA efforts by adhering to quality benchmarks and providing feedback for continuous improvement

Qualifications

• 2-4 years of experience in customer support, call center, or BPO environments
• Strong written and verbal communication skills
• Comfortable working with ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• Demonstrated ability to multitask, prioritize, and manage time effectively in a remote setting
• Empathy, patience, and professionalism in every interaction
   

Preferred Attributes

• Experience supporting SaaS, marketplace, or fintech products
• Familiarity with KPIs like CSAT, FCR (first contact resolution), and response time
• A self-starter who enjoys learning and contributing to team success