Sr. Customer Support Specialist

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Employer Industry: Supply Chain Management Technology

Why Consider This Job Opportunity

• Salary up to $110,000 per year
• High impact role with the opportunity to shape the customer support strategy and experience
• Collaborate closely with leadership to establish and scale the customer support function
• Access mentorship, training, and growth opportunities within a rapidly expanding company
• Join an innovative and collaborative team where your contributions are valued
• Opportunity to work in a fast-paced, early-stage startup environment
  
  

What To Expect (Job Responsibilities)

• Provide first-line support for customer issues with accurate, prompt, and empathetic communication
• Monitor and manage the ticket queue, prioritizing and addressing customer concerns efficiently
• Implement strategies to reduce incoming ticket volume through root cause identification and self-service improvements
• Act as the primary point of contact for support inquiries, ensuring customers feel heard and supported
• Track and analyze support metrics to continuously improve service quality
  
  

What Is Required (Qualifications)

• Minimum of 6 years of experience in customer support or a related role, preferably in a SaaS or tech environment
• Strong analytical skills with the ability to diagnose and resolve customer issues efficiently
• Excellent verbal and written communication skills with a customer-centric mindset
• Proven ability to manage and prioritize a high volume of support requests
• Experience working with cross-functional teams to resolve customer concerns
  
  

How To Stand Out (Preferred Qualifications)

• Experience in supply chain or warehouse operations
• Familiarity with support tools such as SFDC and Pylon
• Experience investigating complex technical issues and bringing them to resolution
• Ability to quickly learn new platforms and technologies like Metabase and Gainsight
• Comfortable contributing to building scalable processes from scratch in a startup environment
  
  

#SupplyChainManagement #CustomerSupport #TechIndustry #CareerGrowth #InnovativeCulture

"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."

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