Customer Support Specialist I

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

As a Customer Support Specialist, you will serve as the first point of contact for users reaching out primarily via live chat, providing timely assistance and ensuring a seamless user experience. You will play a crucial role in clarifying information during the inspection process and supporting users throughout their journey. Additionally, you will be responsible for managing user feedback and incidents, collaborating with Customer Support Leads to ensure they are escalated to the appropriate teams or stakeholders for resolution.

What you'll do

• Provide general product support for users who reach out via live chat.

• Support on general troubleshooting steps with users prior to endorsement to Customer Support Lead or Tier 2 escalation.

• Manage feedback and user enhancement requests received via live chat to make their way to appropriate teams and stakeholders.

• Be the Voice of the Customer and share valuable insights with the Customer Support Team and all other stakeholders relevant to the granular user activities and experience.

• Perform other tasks as assigned by the Senior Customer Support Lead/s and/or by the Customer Support Manager.

Qualifications

• Excellent English communication skills, both verbal and written. Fluency to speak and write in another language is a plus.

• 1-2 years' work experience in a customer facing role.

• At least 1 year of experience using any CRM software (e.g., Zendesk, Siebel, Intercom, HubSpot, etc.).

• A self-starter who can work independently or collaboratively flexing to the need.

• Ability to handle ambiguity, multiple competing priorities in a fast-paced environment

• Good time management and organization skills, able to keep up with pressure and demands.

• Data driven mentality with a bias towards thoughtful action.

• Analytical, troubleshooting, and problem-solving abilities

• Passionate about accuracy, consistent process, and efficiency with personable approach in delivering solutions to customers.

• Bachelor’s Degree from a College or University or at least 2 years University level with equivalent working experience.

• Flexible and amenable to work on any shifts at a given customer timezone. Willing to work on weekends and on holidays when business needs may be so required.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working:Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us:We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team:Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.