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Customer Support Specialist (Tier 1)

Tropic
  • $70.000
  • fullTime
  • Posted : 4 weeks ago

Tropic helps innovative companies save time and money by delivering unprecedented visibility and control over every dollar, every contract, and every supplier in one place. We're the spend management software, data, and services you can trust—we guarantee it. Tropic is procurement paradise, where your bottom line is our top priority.

We launched from stealth in 2020, raised $65 million in back-to-back Series A & B funding, grew 5X, were named a LinkedIn Top Startup, are building an incredible team and award-winning culture, and are managing over 5 billion dollars in spend for companies like OpenAI, Intercom, Notion, Plaid, & Greenhouse. Now is the perfect time to join. The best is yet to come! 🌴🚀

Location(s)

We are looking to hire someone based in the United States for this position.

About the Role

As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will join our small team of 3 and will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction.

What You'll Do

  • Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy.
  • Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution.
  • Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations.
  • Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions.
  • Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary.
  • Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction.
  • Cross-Functional Collaboration: Collaborate effectively with teams across the organization, including Customer Success, Operations, Product, Engineering, Implementation, and Account Management, to address customer needs and provide seamless support.
  • Knowledge Sharing: Identify opportunities for self-help resources and contribute to the development of knowledge base content, empowering customers to find answers to common questions.

What You’ve Done

  • Proven experience in a customer support or service role, with a strong track record of effectively resolving customer issues.
  • Knowledge of support workflows, escalation processes, and ability to make recommendations to improve team efficiency.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to any audience.
  • Strong problem-solving skills and the ability to think critically and independently.
  • Detail-oriented with a commitment to thorough documentation and follow-up.
  • Process-oriented mindset, with the ability to identify and propose improvements to support processes.
  • Strong organizational skills, including the ability to manage multiple tasks and prioritize effectively.
  • Self-starter that is resourceful and will not stop until an issue is solved. 
  • Collaborative team player who can work cross-functionally and build positive relationships with colleagues and customers.
  • Experience with a support ticketing system (Zendesk experience preferred)
  • Familiarity with procurement software or related technologies is a big plus!
  • Willingness to learn and adapt to new technologies and tools.
  • Commitment to delivering exceptional customer service and a passion for helping customers succeed.

Compensation

Specific to pay transparency laws, the minimum annual salary for this position is $70,000 and may also include commission, incentive pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.

What We Offer

  • 100% medical, dental, & vision coverage for all employees + dependents
  • Remote first work environment
  • Optional offices in NYC, Atlanta, Austin, and Denver
  • Virtual & in-person meetups
  • $1000 annual stipend for WFH, L&D, Wellness
  • Unlimited flexible vacation and holiday time off
  • 14 paid company holidays
  • 12-week parental leave for all parents
  • Online mental health therapy
  • Commuter benefits, FSA, HSA
  • Award-winning values and culture
  • Equity refresh program
  • 401k plan 

Research suggests that 60% of those identifying as under-represented might have talked themselves out of applying due to imposter syndrome or the confidence gap. If this applies to you, feel empowered to apply for this role even if your experience doesn't exactly match up to our job description (our job descriptions are directional and not perfect recipes for exactly what we need).

Tropic is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. Tropic is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.