Customer Operations Specialist (Tier 1)

We are seeking a motivated and customer-focused Tier 1 Support Specialist to join our dynamic team. As a Tier 1 Support Specialist, you will be the first point of contact for our customers, providing technical assistance and ensuring a seamless experience with our platform. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent customer service.

This role is based in Israel and follows a hybrid model: one day per week from our Tel Aviv office, and the rest remote.

Key Responsibilities:

• Serve as the first point of contact for customers via email, chat, and phone to resolve product-related issues.
• Provide timely and effective technical support, troubleshooting problems, and guiding users through solutions.
• Document customer interactions, steps taken to resolve issues, and escalate complex cases to Tier 2 support or engineering teams when necessary.
• Assist with user onboarding, training, and general inquiries to enhance customer experience.
• Collaborate closely with the product and development teams to report bugs and suggest improvements based on customer feedback.
• Stay up-to-date with product updates, new features, and best practices to effectively support users.
  
  

• 1-2 years of work experience, preferably with a SaaS company.
• Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM.
• Basic knowledge of web technologies and software applications (familiarity with SaaS platforms is a plus).
• Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner.
• Strong problem-solving skills and a proactive approach to resolving customer issues
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment.
• Ability to work in a fast-paced, startup environment with a high level of autonomy.
• A customer-first mindset and a passion for delivering a great user experience.