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-level 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.