Bucketlist Rewards and Recognition

Customer Support

• Own incoming customer and employee inquiries across support channels
• Provide timely, clear, and effective assistance within established SLAs
• Achieve Customer Satisfaction Score (CSAT) and team/department KPIs
• Manage support requests from initial investigation through resolution
• Keep customers informed and ensure tickets progress
• Stay current on product launches and improvements
• Analyze customer product usage to identify support trends
• Deliver the Customer Promise through journey ownership, proactive communication, and ease of escalation
• Reproduce issues, investigate system behavior, identify root causes, and resolve technical issues
• Use configuration changes, workarounds, or documented product defect reports to resolve issues
• Investigate and resolve issues independently before escalating to Tier 2 when appropriate
• Identify opportunities to improve support processes, documentation, and operational efficiency
• Maintain and improve Help Center resources
• Collaborate with cross-functional teams to implement improvements and streamline operations
• Fulfill administrative and platform requests for internal teams within timelines and SLAs
• Provide redemption team coverage as required
• Assist with reward purchasing, redemption and vendor troubleshooting, and record keeping

Customer Support Specialist