Customer Support Specialist

Customer Support Specialist

NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves physically, mentally, and emotionally. Through footwear, apparel, nutrition and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of bright, passionate, and hardworking individuals dedicated to making a difference in people's lives.

The Customer Support Specialist is responsible for supporting the customer service operations for NOBULL & TB12. This involves collaborating with all third-party service providers, leading the execution of strategies to boost customer satisfaction, and ensuring prompt resolution of customer inquiries and issues. The Customer Support Specialist plays a crucial role in maintaining positive customer relationships and contributing to the business's overall success.

Responsibilities :

• Lead assessments and actively drive improvements to customer service processes, ensuring gains in efficiency, scalability, and effectiveness through implementing workflow automations (AI optimizations, reporting updates, etc.)
• Partner cross-functionally to proactively identify and address customer pain points, optimizing service delivery, such as site experience and post-purchase experience flows.
• Analyze and report on customer service metrics by building and maintaining dashboards to track KPIs, identifying actionable insights, and tracking the ROI of Customer Service initiatives.
• Shape and execute support strategies that enhance customer satisfaction and refine the overall customer experience, aligning with broader organizational objectives.
• Develop, maintain, and champion customer service policies, procedures, and training materials to maintain consistency and drive service excellence across the team.
• Take ownership of complex customer inquiries, complaints, and escalations, ensuring timely, thorough, and empathetic resolution.
• Provide coaching and guidance to team members to uphold and continually enhance the quality of customer interactions. Create and deliver formal training sessions and maintain SOPs.
• Synthesize and present Voice of Customer (VoC) trends and insights to inform and influence internal teams and business decisions. Develop recurring VoC dashboards and tailor feedback loops to internal stakeholders.
• Stay current on industry trends, technologies, and best practices; recommend and pilot innovative solutions to meet the evolving needs of customers and businesses.
• Develop customer service training materials to support expansion into new business channels and partnerships; build new knowledge resources to support onboarding of new channels, partnerships, and vendors.
• Lead vendor partnerships for optimal performance. Participate in strategic vendor conversations with the Director of Customer Service and lead the implementation of new initiatives.

Qualifications :

If you are an applicant located in California, please review our California Applicant Privacy Notice, which explains the categories of personal information that we collect and the purposes for which we use such personal information. Unsolicited resumes from external staffing agencies will not be accepted.