Position Title : Customer Support Professional
Location : Remote / Global
Job Type : FullTime
Reports To : Elevation Manager
About Us
At KNAK AI Solutions were redefining customer experience by blending cuttingedge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.
Were looking for visionaries innovators and problemsolvers to join our dynamic and growing team. If youre passionate about transforming customer experiences through technology and strategy your search ends here.
Position Overview
The Customer Support Professional is a customerfirst solutionsdriven role designed for individuals who thrive on problemsolving delivering exceptional support and driving innovation. Youll serve as a key player in customer engagement issue resolution and process improvement ensuring that every interaction is handled with professionalism empathy and efficiency.
This role involves managing and resolving Level 1 support tickets while collaborating with crossfunctional teams to optimize workflows enhance automation and improve overall customer satisfaction. Youll also contribute to customer journey mapping hyperpersonalization and systemic improvements that enhance longterm engagement.
Key Responsibilities
Customer Engagement
- Respond promptly and professionally to customer inquiries via email chat phone and social media.
- Deliver tailored solutions ensuring clarity empathy and a positive customer experience.
- Troubleshoot technical issues and escalate complex cases to the appropriate teams while ensuring followthrough.
ProblemSolving and Process Improvement
Identify patterns in customer feedback and propose systemic improvements to enhance efficiency and reduce recurring issues.Leverage automation tools (AI chatbots CRM automations ticket routing) to streamline workflows and optimize response times.Participate in brainstorming sessions to refine processes and improve customer interactions.Knowledge Base & SelfService Enhancement
Develop and contribute to internal and external knowledge bases FAQs and documentation to empower customers with selfservice options.Collaborate with product and engineering teams to relay customer insights that drive enhancements.Quality Assurance and Insights
Adhere to company standards for quality efficiency and customer satisfaction.Contribute to regular quality audits by identifying strengths and areas for improvement in team interactions.Document and share customer insights to support the development of new strategies and solutions.Professional Development
Participate in training programs to stay uptodate with the latest tools customer engagement strategies and AIdriven innovations.Take ownership of personal growth by setting and achieving performance goals.Engage in mentorship and career development opportunities with potential advancement into roles like Elevation Architect or CX Strategist.Qualifications
Required :
13 years of experience in customer service customer support or a related field.Exceptional communication skills (written and verbal) with a customercentric approach.Strong problemsolving abilities and attention to detail.Experience with CRM platforms (Zendesk Gorgias HubSpot Kustomer etc.).Ability to work independently and collaboratively in a remote environment.Preferred :
Experience in SaaS ecommerce or technologybased customer support.Familiarity with workflow automation tools (Zapier CRM automations RPA platforms).Basic knowledge of analytics tools for tracking customer insights.Multilingual abilities are a plus.Key Attributes
Empathetic Communicator You connect with customers on a human level making them feel heard and valued.Proactive ProblemSolver You anticipate customer needs and address issues before they escalate.DetailOriented Performer You manage tasks efficiently without compromising quality.TechSavvy Innovator You embrace automation and datadriven solutions to improve customer experience.Team Player You thrive in collaborative environments and contribute to shared success.Why Join Us
Be part of a missiondriven team shaping the future of customer experience.Opportunities for professional growth and career advancement.Innovative and collaborative work culture that values your contributions.Flexible remote work options with a global team.Competitive salary with performancebased bonuseTo Apply :
Submit your resume and a brief cover letter highlighting your experience and why youre excited to join KNAK AI Solutions. Lets elevate together!
