Job Description
Join InnovateLabs Inc., a leading SaaS provider, as a Remote Part-Time Customer Experience Specialist. We're seeking a tech-savvy professional to deliver exceptional support to our growing client base across Illinois. This flexible 20-hour/week role offers the perfect blend of remote work and career growth in a dynamic environment.
You'll be the voice of our brand, resolving inquiries with empathy and technical precision while collaborating with cross-functional teams. Our competitive compensation package includes performance bonuses and professional development opportunities.
Responsibilities
- Resolve customer inquiries via email, chat, and phone with 95% satisfaction rate
- Document cases in Zendesk and identify recurring issues for product improvement
- Collaborate with engineering teams to report bugs and enhance user experience
- Conduct remote training sessions for new clients on platform features
- Analyze customer feedback trends and provide monthly insights to leadership
- Maintain 99% SLA adherence for Tier-1 support tickets
Qualifications
- 2+ years customer service experience in SaaS or tech industry
- Proficiency with CRM tools (Zendesk, Salesforce)
- Exceptional written and verbal communication skills
- Ability to troubleshoot technical issues independently
- Strong time management for remote collaboration across time zones
- Associate's degree or equivalent technical certification
- Proven ability to thrive in asynchronous work environments