Senior Customer Support Specialist

As a Senior Customer Support Specialist at doxo, your main responsibilities will include providing exceptional support across multiple channels, accurately documenting customer interactions, identifying system usability issues, and educating billers on our services. You will be the first point of contact for customers, resolving their immediate issues and working to prevent future concerns, all while tracking performance metrics to contribute to team success.

To qualify for the Senior Customer Support Specialist role at doxo, you should have at least three years of experience in a similar fast-paced and customer-facing role. Strong organizational skills, excellent communication abilities, proficiency in Salesforce or similar CRM tools, and the capacity to handle multiple tasks efficiently are essential for this position.

doxo prioritizes employee growth and development. As a Senior Customer Support Specialist, you will have opportunities to mentor others, receive actionable feedback, and contribute ideas that directly impact the company. You'll be part of a supportive team that encourages continuous learning, helping you advance your career within the fast-growing fintech landscape.

The work environment at doxo for a Senior Customer Support Specialist is dynamic and fast-paced. You'll be part of a collaborative team where transparency and effective communication are key. The culture encourages innovation and problem-solving, allowing you to have a meaningful impact on both your team and customers as we collectively enhance the bill payment experience.

The annual base salary for a Senior Customer Support Specialist at doxo ranges from $40,000 to $70,000, depending on experience and qualifications. Additionally, full-time employees enjoy a comprehensive benefits package that includes 100% employer-paid medical, dental, and vision coverage, generous equity grants, 401k matching, and 15 days of paid time off, among other perks.

When answering this question, highlight specific instances where you effectively resolved customer issues and what approach you took to ensure their satisfaction. Mention any relevant systems or tools you used, such as CRM platforms like Salesforce, to illustrate your technical skills.

Discuss your approach to maintaining composure and empathy when dealing with challenging situations. Provide examples of how you've positively turned around a negative customer experience through listening skills and problem-solving.

Detail your organizational skills and the systematic methods you employ for documenting customer interactions. Mention any tools you've used in the past, like Salesforce, to illustrate your familiarity with CRM systems and the importance of thorough documentation for future reference.

Share how you set specific, measurable goals for yourself and track your progress. Discuss any previous metrics like First Call Resolution or customer satisfaction scores and how you achieved or exceeded those targets in your past roles.

Share a specific moment when you noticed a problem that negatively affected customer experience, detailing the steps you took to document, escalate, and follow up on the issue. This shows your proactive approach to improving systems and customer satisfaction.

Explain how you assess and prioritize tasks based on urgency and impact on customer satisfaction. Mention any tools or methods that assist you in managing your time and ensuring all customer concerns are addressed promptly.

Illustrate your ability to clearly communicate and educate. Pick a scenario where your efforts led to enhanced customer understanding or heightened product usage, emphasizing your communication skills and customer relationship building.

Highlight the importance of empathy and active listening as key qualities that enable strong customer relationships. Discuss how these traits help create trust, which is foundational in effectively resolving customer concerns.

Discuss your commitment to lifelong learning by mentioning resources you use, such as industry blogs, webinars, and professional development courses, to stay informed about the latest technologies affecting customer service practices.

Articulate your enthusiasm for doxo’s mission to improve consumer financial health and how your passion for customer service aligns with the company's values. Mention any specific aspects of the culture or product that resonate with you.