Customer Support Specialist (US Hours)

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, spam, trolls, and shadowbanning, enabling our clients to focus on their growth without compromising their online presence.

Role Overview

The Customer Care Specialist at Spikerz plays a key role in supporting customers and ensuring they get the most out of our security solutions. This role involves resolving customer inquiries, investigating security-related issues, and handling various account-related tasks. You will interact with customers across chat, phone, SMS, and email, troubleshoot technical issues, and assist with routine account maintenance.

This position requires strong problem-solving skills, attention to detail, and the ability to handle both technical and repetitive tasks efficiently.

Key Responsibilities

• Provide real-time, high-quality support via email, phone, chat, and SMS.
• Take ownership of customer inquiries, ensuring timely and effective resolution.
• Process refund and cancellation requests as needed.
• Analyze error messages, identify system issues, and troubleshoot customer-reported problems.
• Work closely with internal teams to document common issues and improve processes.
• Help develop support workflows and escalation procedures to improve efficiency.
• Maintain and enhance the customer knowledge base for self-service support.
• Act as a trusted advisor, helping customers maximize Spikerz’s security features.
• Identify recurring customer concerns and share insights with the product team for potential improvements.

Qualifications

• 1-2 years of experience in customer support, preferably in SaaS or cybersecurity.
• Native English Speaker.
• Strong ability to work independently and handle detail-oriented, repetitive tasks efficiently.
• Comfortable managing routine account updates and service requests.
• Technical troubleshooting experience and problem-solving skills.
• Experience with Intercom, HubSpot, and Excel. – an advantage.
• Additional languages – an advantage.