• Respond to customer inquiries via email, chat, or social media in a timely and professional manner • Provide accurate information and support to customers to resolve their issues • Identify and escalate complex issues to Tier 2 support when necessary • Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues • Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce) • Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction • Continuously improve your own product knowledge and remain up to date with our product, services and processes • Provide constructive feedback to the business and leadership team to improve customer support processes and procedures