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Contra · 7 hours ago

Customer Support (Friday-Tuesday)

United States

Full-time

Remote

Entry, Mid Level

$75K/yr - $85K/yr

2+ years exp

Contra is building the world’s first professional network for independent creatives and the companies that hire them. They are seeking a Customer Support representative responsible for providing world-class support, becoming a product expert, and enhancing customer support operations.

CommunitiesFreelanceInformation TechnologyInternetProfessional Networking

Hiring Manager

Lillian Farnkopf, PHR

Responsibilities

Provide world-class support by taking ownership on user issues - working closely with the engineering, product and other teams to address and resolve user issues quickly

Become a Contra product expert - focusing on user workflows, integrations, and platform functionality

Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met

Suggest process improvements and introduce best practices for operations

Provide regular insights and feedback on project status, achievements, and areas needing improvement

Keep our knowledge base updated, refine, and optimize help content, ensuring it supports user self-service and automated tools' effectiveness

Enhance the efficiency of customer support operations, focusing on reducing response and resolution times

Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation