Customer Support
We’re more than a workplace — we’re a team that believes in growth, connection, and meaningful work. If you’re ready to challenge yourself and make an impact, we’d love to meet you.
RESPONSIBILITY
A CUSTOMER SUPPORT SPECIALIST IS A FRONTLINE, CLIENT-FACING ROLE RESPONSIBLE FOR OMNICHANNEL ASSISTANCE (EMAIL, CHAT, PHONE, WHATSAPP, SOCIAL), TROUBLESHOOTING, ISSUE RESOLUTION, AND CLIENT EDUCATION. THIS ROLE PROTECTS BRAND REPUTATION, REDUCES CUSTOMER EFFORT, AND FEEDS INSIGHTS BACK TO THE BUSINESS. BELOW IS AN OVERVIEW OF THE RESPONSIBILITIES AND SKILLS EXPECTED FOR CUSTOMER SUPPORT AT BRIDGESTAFF.
1.VISION AND STRATEGY
CUSTOMER-CENTRICITY: REDUCE CUSTOMER EFFORT (CES), BUILD TRUST, AND DRIVE FIRST-CONTACT RESOLUTION (FCR). KPI ALIGNMENT: HIT TARGETS FOR CSAT/NPS, AHT, FCR, SLA, QA SCORE, AND BACKLOG HEALTH. VOICE OF CUSTOMER: TAG, SUMMARIZE, AND ESCALATE PATTERNS TO PRODUCT/ENGINEERING/OPERATIONS. KNOWLEDGE MANAGEMENT: CREATE/MAINTAIN KB ARTICLES, MACROS, SCRIPTS, AND DECISION TREES. COMPLIANCE & SECURITY: HANDLE PII/PCI SAFELY; FOLLOW AUTH/VERIFICATION SCRIPTS AND PRIVACY POLICIES.
2.SKILL
EMPATHY & ACTIVE LISTENING
CLEAR WRITING AND VERBAL COMMUNICATION (ENGLISH/SPANISH A PLUS)
TROUBLESHOOTING & SYSTEMS THINKING
PLATFORM FLUENCY (ZENDESK/FRESHDESK/SALESFORCE/HUBSPOT; INTERCOM; VOIP/CCaaS)
MULTITASKING, PRIORITIZATION, AND TIME MANAGEMENT
DE-ESCALATION, BOUNDARY-SETTING, AND EXPECTATION MANAGEMENT
DATA LITERACY (DASHBOARDS, QA FEEDBACK, METRIC INTERPRETATION)
PROCESS DISCIPLINE (SOPS, MACROS, TEMPLATES, FILE/NOTE HYGIENE)
3.PROJECT OVERSIGHT:
QUEUE & SLA MANAGEMENT: TRIAGE, ROUTE, AND PRIORITIZE TICKETS; MEET RESPONSE/RESOLUTION SLAS. OMNICHANNEL SUPPORT: CONSISTENT TONE AND QUALITY ACROSS EMAIL/CHAT/PHONE/WHATSAPP/SOCIAL. TIERING & ESCALATIONS: RESOLVE TIER 1; ESCALATE TO TIER 2/ENGINEERING/BILLING WITH FULL CONTEXT. TROUBLESHOOTING: STEP-BY-STEP FLOWS; BROWSER/OS/DEVICE MATRICES; REPLICATION AND WORKAROUNDS. TICKETING HYGIENE: ACCURATE TAGS, CATEGORIES, DISPOSITIONS; ACTIONABLE NOTES AND NEXT STEPS. QUALITY & TRAINING: QA REVIEWS, CALIBRATIONS, SHADOWING, AND MACRO/KB UPDATES. REPORTING & COMMS: DAILY STANDUPS, WEEKLY KPI SNAPSHOTS, INCIDENT COMMS, POSTMORTEMS. SELF-SERVICE & DEFLECTION: BUILD/REFRESH FAQS, BOTS, AND HOW-TOS TO LOWER CONTACT RATE. BILLING/ORDERS (IF APPLICABLE): REFUNDS/CREDITS, RMA, FRAUD CHECKS, POLICY ADHERENCE.
4.CLIENT AND STAKEHOLDER INTERACTION:
CUSTOMER ADVOCACY: SET CLEAR EXPECTATIONS, OWN FOLLOW-UPS, AND CLOSE THE LOOP. CROSS-FUNCTIONAL LIAISON: PARTNER WITH PRODUCT/ENGINEERING (BUGS/FEATURES), OPS/LOGISTICS, FINANCE (BILLING), AND SALES/SUCCESS (UPSELL/RENEWALS). STATUS COMMUNICATIONS: DRAFT OUTAGES/MAINTENANCE NOTICES AND RCA SUMMARIES IN PLAIN LANGUAGE. BRAND & TONE: CONSISTENT STYLE, ACCESSIBLE LANGUAGE, AND CULTURAL COMPETENCE. CONTINUOUS LEARNING: STAY CURRENT ON RELEASES, POLICIES, TOOLS, AND BEST PRACTICES.