Senior User Specialist - Customer Support

User Specialist, Customer Support

About the Team
As part of our growing Customer Support team, you will be responsible for handling user feedback and safety inquiries, managing various user issues, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience.

This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users.

Responsibilities
- Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
- Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
- Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
- Escalate risky issues to responsible teams in a timely way and follow up the whole process.
- Conduct initial triage and fact identification.

Experience Level

Senior Level