Senior Specialist, Customer Experience

Role Overview: You will be part of a global hiring revolution, working at the forefront of change to create a level playing field for businesses and individuals to succeed regardless of geography. As a Customer Support Specialist at Multiplier, you will be responsible for owning the end-to-end resolution of customer issues and ensuring an outstanding support experience through various communication channels. Key Responsibilities: - Engage with customers through email, chat, and video conferencing to troubleshoot and resolve problems efficiently. - Act as the product expert, providing deep knowledge and guidance to help customers succeed. - Monitor customer satisfaction, drive retention, and identify upsell opportunities. - Collaborate closely with Product and Engineering teams to enhance the customer experience through feedback and continuous improvement initiatives. Qualifications Required: - Strong communication and problem-solving skills. - Familiarity with SaaS/HRIS platforms and customer support tools such as Zendesk and Salesforce. - Customer-focused, self-driven, and results-oriented mindset. - Ability to work PST shift between the hours of 9 PM - 6 AM IST. - Strong written and verbal communication skills in English. - Flexibility in adapting to changing duties and responsibilities. - Excellent time management skills and ability to prioritize tasks. - Willingness to work any shift between the hours of 7:00 AM IST - 4:00 AM IST (APAC, EMEA, or AMER shifts). Additional Details: Multiplier offers a range of perks including flexible vacation, equipment support, and health insurance. As part of the team, you will have a high-impact role with autonomy, the chance to work in a hybrid model, and collaborate with a passionate and diverse team. The company provides competitive benefits, recognition programs, career development opportunities, attractive ESOPs, and comprehensive health insurance coverage for you and your family's well-being. Additionally, Multiplier has a generous holiday policy and genuinely invests in your professional success. Note: Equal Employment Opportunity is provided by Multiplier.,