Senior Customer Support Specialist

A company is looking for a Senior Customer Support Associate to enhance customer experience and support operations. Key Responsibilities Provide timely and professional responses to customer support inquiries during core US business hours Document technical issues and escalate them internally as needed while educating customers about the product Drive strategic projects to improve support processes, documentation, and customer satisfaction Required Qualifications 3+ years of experience in customer support within a SaaS or software environment Ability to work 9am-6pm Eastern Time Proven track record of driving high customer satisfaction and resolving issues effectively Experience in improving support operations and writing documentation Strong ability to build relationships in a remote work environment