Customer Support Representative (18 Month Contract)
Full Time Role DescriptionWe're looking for an organized and detail oriented Customer Support Representative to deliver exceptional support experiences to Guusto customers and gift recipients. As a key member of the Customer Experience team, you'll serve as a trusted resource for resolving inquiries, troubleshooting issues, and helping customers maximize the value of the Guusto platform.This role requires strong communication skills, empathy, technical aptitude, and problem-solving abilities to ensure every interaction is handled with care, urgency, and professionalism. You'll play an important part in driving customer satisfaction, retention, and loyalty by providing timely support and contributing to continuous improvements across the customer journey.Key ResponsibilitiesCustomer Support & Issue ResolutionRespond to customer and recipient inquiries through email, chat, and other support channels in a timely and professional manner.Troubleshoot platform, redemption, account, and billing-related issues, identifying root causes and providing effective solutions.Escalate complex issues to appropriate teams while maintaining ownership and ensuring timely follow-up.Manage support tickets and customer communications with accuracy, attention to detail, and empathy.Maintain a high standard of customer satisfaction across all interactions.Customer Education & EnablementGuide customers through platform features, functionality, and best practices.Assist customers with account setup, user management, rewards programs, and redemption-related questions.Create clear and helpful explanations that empower customers to independently use and navigate the platform.Promote available resources, documentation, and self-service tools to improve customer success.Cross-Functional CollaborationPartner closely with Onboarding, Customer Success, Account Management, Product, and Engineering teams to resolve customer issues and improve the customer experience.Communicate customer feedback, trends, and recurring challenges to internal stakeholders.Support testing and validation efforts related to product updates, bug fixes, and customer-impacting changes.Process Improvement & Knowledge ManagementContribute to the ongoing improvement of support processes, workflows, and customer-facing resources.Maintain accurate documentation within internal knowledge bases and customer help resources.Identify opportunities to reduce customer effort and improve operational efficiency.Share learnings and best practices with teammates to strengthen overall team performance.Customer AdvocacyAct as the voice of the customer by identifying pain points and opportunities for improvement.Demonstrate empathy and professionalism in every interaction, especially during challenging situations.Build trust and confidence with customers by consistently delivering positive support experiences.QualificationsRequired:1–3 years of experience in customer support or similar customer-facing role, preferably in B2B SaaS.Familiarity with customer support and ticketing tools such as Zendesk, Intercom, HubSpot, or similar platforms.Excellent written and verbal communication skills.Strong problem-solving and critical-thinking abilities.Ability to manage multiple priorities and work effectively in a fast-paced environment.Strong attention to detail and organizational skills. A customer-first mindset with a genuine desire to help others succeed.Preferred:Experience troubleshooting technical issues and working with cross-functional teams.Knowledge of employee recognition, rewards, engagement, or HR technology solutions.Pay Range$52,000 - $60,000