Customer Support Representative (TU)

TextUs is on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. Troubleshoot technical issues and reproduce customer problems for QA. Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges. Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision. Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage. Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions. Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed. Gather and share customer feedback with relevant teams to improve products and processes. Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles. Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details. Provide actionable feedback to improve processes across teams. Escalate customer issues to the appropriate teams. Work with product and engineering to report feature requests and resolve technical issues. Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements. Ensure compliance with company policies, procedures, and service-level agreements (SLAs).