Customer Care Professional

Company Overview: Spikerz is a leading social media security and protection platform dedicated to safeguarding businesses and individuals against online threats. Our platform offers real-time protection from hacking attempts, bot attacks, spam, trolls, and shadowbanning, enabling our clients to focus on their growth without compromising their online presence.

Role Overview:

The Customer Care Professional at Spikerz will play a key role in ensuring our clients are fully protected and satisfied with our services. This role involves directly supporting our customers via chat, phone, SMS, and email. May need to work US hours as well—details will be discussed.

Key Responsibilities:

• Customer Support: Provide high-quality support to customers through email and chat by addressing inquiries and resolving issues promptly and effectively.
• Customer Engagement: Build strong relationships with customers, understand their needs, and ensure they maximize the benefits of Spikerz’s features and services.
• Feedback and Improvement: Gather customer feedback to identify areas for product and service improvements, and collaborate closely with the product team to implement changes.
• Expand Knowledge: Continuously deepen your understanding of Spikerz’s products and services to better support customers.
• Customer-Centric Care: Approach every interaction with empathy and a commitment to delivering exceptional care. Go beyond problem resolution by acting as a trusted advisor, proactively offering tips, guidance, and insights to help customers maximize the value of Spikerz’s services.
• Incident Reporting and Documentation: Maintain accurate records of security incidents, customer interactions, and support resolutions to improve service efficiency and track trends.

Qualifications:

• Native-level English proficiency.
• A minimum of 2 years of experience in a customer support role, preferably within the tech / SaaS industry.
• Located in Israel and eligible to work.
• Excellent interpersonal skills and ability to work in a team.
• Strong problem-solving and communication skills.
• Quick learner who adapts well to new challenges.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience in software: Word, Excel, Hubspot, Intercom - advantage.
• Additional languages - advantage.