Customer Support at Cryptio

Job Description

Key Responsibilities

• Provide high-quality, timely customer support via Zendesk, resolving inquiries and issues with professionalism and accuracy.
• Collaborate with cross-functional teams to troubleshoot technical problems and deliver tailored solutions to customers.
• Act as a liaison between customers and internal departments, ensuring clear communication and alignment on problem resolution.
• Document and escalate product malfunctions to engineering teams, while representing customer perspectives in product roadmap discussions.
• Collect and analyze customer feedback to identify trends, pain points, and opportunities for product enhancement.
• Develop and implement new support processes to improve efficiency, reduce resolution times, and ensure consistency across teams.
• Stay updated on product features, market trends, and customer use cases to become a trusted expert and go-to resource for problem-solving.
• Drive improvements in customer satisfaction by owning specific aspects of project delivery and ensuring seamless service experiences.
• Coordinate with Sales and Marketing teams to align support strategies with business goals and customer engagement initiatives.
• Monitor and report on key performance metrics to ensure service quality meets or exceeds customer expectations.

Job Requirements

• Proven experience in customer service or support roles, preferably in a SaaS or tech environment, with a focus on Zendesk or similar platforms.
• Excellent communication skills, both written and verbal, to articulate solutions clearly and empathetically to diverse customer segments.
• Strong analytical mindset to identify root causes of issues, evaluate feedback, and propose data-driven improvements.
• Ability to work independently and collaboratively, balancing customer needs with internal team priorities and deadlines.
• Detail-oriented with a commitment to accuracy, ensuring all customer interactions and documentation are thorough and reliable.
• Proficiency in troubleshooting technical issues, with a basic understanding of software systems and customer-facing tools.
• Customer-centric attitude, prioritizing problem resolution and building long-term relationships with clients.
• Adaptability to handle high-volume support requests while maintaining a high standard of service quality.
• Team player with a collaborative spirit, contributing to knowledge-sharing and process improvement initiatives.
• Ability to manage multiple tasks simultaneously, with a focus on delivering consistent, high-quality support across all customer touchpoints.
• Strong organizational skills to maintain accurate records, track escalations, and ensure timely follow-ups.
• Basic understanding of customer relationship management (CRM) systems and data privacy regulations.
• Fluency in English is required; proficiency in additional languages is a plus.
• Availability to work flexible hours, including evenings and weekends, to accommodate customer needs.
• Experience with ticket management systems, SLA tracking, and customer satisfaction surveys is preferred.