Senior Customer Support Representative

Senior Customer Support Specialist

Synup is a leading Digital Profile Management platform specializing in local marketing, discovery, and engagement for B2B and B2C enterprises, agencies, and SMBs worldwide. With a strong presence of 150,000+ businesses benefiting from our cutting-edge technology daily, Synup has earned consecutive spots on the Inc. 500 Fastest Growing Company list and is poised to revolutionize marketing technology. At Synup, we foster an innovative, collaborative, and passionate culture. We seek out creative, driven self-starters with a global mindset, empathetic nature, and a sense of urgency. Our work environment encourages open dialogue, mutual respect, intellectual rigor, and a touch of humor. If you thrive in a collaborative team dynamic and excel at multitasking, Synup may be your ideal workplace. We are currently seeking a top-performing Customer Support Specialist to join our rapidly expanding organization as an integral member of our Customer Support team. As a crucial component of our customers' success, the CS team plays a vital role in ensuring exceptional experiences and outcomes.

Responsibilities:

● Be the primary contact for Synup customers and provide world-class customer service through email, chat, and phone.

● Drive CSAT by creating a positive customer experience through personalized attention, proactive problem-solving, and going the extra mile.

● Work closely with the Engineering team to resolve customer technical issues and create JIRA tickets for issues that require their intervention.

● Act as a customer advocate by actively gathering feedback and reporting customer requests to Product Management and Engineering.

● Manage the relationship with SMB accounts to ensure high levels of engagement, oversee renewals, and identify and drive targeted cross-sell opportunities.

● Act as a customer advocate by actively gathering feedback and reporting customer requests to Product Management and Engineering.

Minimum Qualifications:

● Bachelor's degree with 5+ years of experience in customer-support role

● Good Oral and Written communication skills

● Having digital marketing experience will be a plus.

● Confident, high-energy, self-motivated, and a true team player.

● Experience working with senior and executive-level customer contacts. Expectation:

● Working hours : 6.30pm to 3.30am IST

● Work type : Hybrid

Synup is an equal opportunity workplace. We live diversity every day and are committed to creating an inclusive environment for all employees regardless of race, color, religion, gender, nationality, political affiliation, sexual orientation, marital status, age, disability, genetic information, membership in an employee organization, parental status, military service, socio-economic level, or other non-merit factors.