Customer Care Representative

ZayZoon is looking for a Customer Care Representative to be a central part of our product and service experience - a strategic strength in our business, critical to our mission. The Customer Care Representative answers customer questions, troubleshoots complex inquiries, and provides education on our products to ensure our customers are well cared for, and well served.

Internally, the Customer Care Representative acts as the “voice of the customer” and is routinely involved in surfacing patterns and escalating feedback used in new product ideation and experimentation. This role works directly with key members across multiple departments including finance, legal, and of course our product, and development teams!

Provide support and guidance to ZayZoon customers via in-app chat, and email. Act as the initial point of contact, troubleshoot, and escalate sensitive issues to the appropriate internal team. Work collaboratively with our growth and product teams to provide data, insights and surface questions that help inform our thinking about how to improve what we offer as well as developing new features, products, and support for our customers. Assist with process improvements within Customer Care. Participate in building and maintaining Customer Care documentation in the ZayZoon knowledge base.