Customer Support Specialist

About Us:

Employees are at the heart and center of any company. We believe when people thrive, so do businesses. We empower modern workforces to put people at the forefront and invest in their productivity. Lyearn offers a complete employee success solution to ensure a shared alignment of goals, performance management, increased engagement, and a culture of learning.

We bring tools for OKR management, skill and activity tracking, performance reviews, 1-on-1 communication, continuous feedback and social recognition, employee engagement surveys, and learning management into a single, people-friendly, and customisable platform. Our focus on people enablement, engagement, and decision analysis helps develop employees, accelerate their growth, and improve businesses.

As we continue to grow, we are seeking a dedicated and talented individual to join our team as a Customer Support Specialist.

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Role Overview:

Key Responsibilities:

1. Provide exceptional customer support via email or chat channels, ensuring timely and accurate responses to inquiries and issues.
2. Utilize your excellent communication skills to effectively convey complex topics and solutions to customers, ensuring they have a clear understanding.
3. Collaborate with cross-functional teams to address customer feedback and implement necessary improvements to enhance the overall customer experience.
4. Demonstrate a strong understanding of our products/services and their features, enabling you to provide tailored solutions to meet the unique needs of each customer.
5. Utilize tools such as Notion, Linear, etc., to track and manage customer inquiries and ensure timely resolution.
6. Continuously strive to exceed customer expectations and maintain high levels of customer satisfaction.
7. Comfortable with connecting over with client virtually and understand their pain points.

Requirements:

1. 2-3 years of experience in customer support.
2. Excellent communication skills, both written and verbal, with the ability to effectively convey complex ideas and solutions.
3. Strong problem-solving skills and a willingness to go above and beyond to meet customer expectations.
4. Experience working with ticketing tools, Linear, basic MS Excel etc., to track and manage customer inquiries (not mandatory).
5. Ability to work efficiently in a fast-paced environment and adapt to changing priorities.
6. A customer-centric mindset and a passion for delivering exceptional service.
7. A candidate will be expected to work between 9:30 AM - 6 PM, Monday - Friday.