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.

Requirements:

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.