New Customer Support Specialist - 2nd Shift

Provide timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role plays a key part in delivering an exceptional customer experience that builds trust and brand loyalty. Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs. Provide accurate and complete resolutions on the first attempt whenever possible. Adapt communication tone to match customer sentiment, showing empathy and professionalism. Troubleshoot order, account, and platform issues, escalating to appropriate teams when necessary. Accurately categorize, tag, and document all tickets in the support system. Follow established policies, templates, and best practices in every interaction. Track recurring issues and escalate patterns to leadership for continuous improvement. Participate in team meetings, training, and coaching sessions. Contribute feedback to improve macros, knowledge base articles, and processes. Support peak-season demand with occasional overtime if required.