Customer Support Representative

About the role

BRIVITY | Powered by PLACE

About the role

Our Customer Support Representatives are the front line of our customer experience, providing product expertise, solutions, and service with empathy and precision. They take full ownership of customer inquiries, ensuring timely documentation and resolution, while collaborating closely with the Escalation and Product teams to improve systems and enhance the overall customer journey.

This role is ideal for someone who thrives in a fast-paced, customer-first environment, enjoys problem-solving, and is eager to grow their technical and communication skills.

Reports to: Support Team Lead

Responsibilities

• Resolve product or service issues by clarifying customer concerns, identifying root causes, determining the best solutions, and following up to ensure satisfaction.
• Deliver accurate, timely, and complete information through calls, chats, and support tickets using the appropriate tools and resources.
• Manage high volumes of customer interactions while maintaining professionalism and efficiency.
• Identify recurring issues and communicate trends or feedback to leadership to inform product enhancements.
• Recommend process or product improvements that elevate the customer experience.
• Meet or exceed personal and team service-level targets.
• Handle complaints with empathy and composure, always representing the brand with professionalism.
• Follow established communication standards, procedures, and guidelines.
• Go above and beyond to engage and delight customers.
• Stay informed about company updates, events, and promotions to provide accurate information to customers.

Your Skills

• Strong verbal and written communication skills.
• Proven ability to learn and maintain thorough product knowledge.
• Demonstrated success in managing multiple priorities with attention to detail and accuracy.
• Strong pattern recognition and analytical thinking skills.
• Excellent organizational and multitasking abilities.
• Ability to respond to customer inquiries in a professional, timely, and empathetic manner.
• Willingness to learn and leverage AI tools to enhance productivity, efficiency, and customer experience.
• Positive, team-oriented attitude with a desire to continuously learn and improve.

Benefits

Employees and their qualified dependents are offered the following benefits:

• Medical
• Health Savings Account
• Dental
• Vision

Benefits

Additionally they are eligible to enroll in the following voluntary benefits:

• Short Term Disability
• Accidental and Illness Insurance
• Life Insurance

Employees are also enrolled in Long Term Disability Insurance and eligible to enroll in the company's 401k program.

Employees are offered the following

• Vacation Time as Needed
• 10 Sick Days
• 9 Paid Holidays and 2 Paid Floating Holidays
• 3 days of Bereavement Leave
• Time off for Voting and Jury Duty
• Employee Assistance Program

• Employees are eligible to participate in the company's yearly Stock Purchase Program.
• Salary: $22-25 per hour