TeamBuilder

Customer Support

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3
• Understand customer issues before responding, troubleshooting, or escalating
• Manage customer expectations and communicate clear, actionable resolutions
• Prioritize and manage multiple concurrent requests while maintaining customer satisfaction
• Provide technical support to customers and internal teams
• Escalate product, configuration, workflow, or implementation-related issues when appropriate
• Create, maintain, and improve internal documentation, SOPs, troubleshooting guides, and customer-facing knowledge base content
• Identify documentation gaps and create resources to improve consistency and self-service
• Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency
• Develop and maintain Zendesk macros, templates, workflows, and automation tools
• Recommend and implement process improvements
• Support KPI reporting, CSAT initiatives, and support performance analysis
• Partner with Customer Success, Implementation, Product, and Engineering teams
• Communicate customer feedback, recurring issues, and enhancement opportunities
• Support onboarding, training, and adoption efforts when needed
• Report to the Customer Success Manager; no direct reports

Explore Customer Support Representative, Tier I/II at TeamBuilder. Review requirements and application details.

Open roles

Customer Support Representative, Tier I/II