Customer Support Associate

Responsibilities:

Customer Support: Respond professionally to customer and vendor enquiries through email, live chat, social media, phone, and other approved channels.

Issue Resolution and Escalation: Troubleshoot account, registration, booking, and payment issues. Escalate technical problems, complaints, and disputes to the relevant teams and follow up until resolution.

Vendor Onboarding and Activation: Help vendors complete their profiles, upload services, understand platform features, and resolve onboarding challenges.

Customer Success and Retention: Engage existing vendors, encourage platform usage, identify inactive accounts, and support initiatives that improve engagement, satisfaction, and retention.

Customer Education: Guide customers and vendors on product features, booking processes, and best practices through clear communication, FAQs, tutorials, and support resources.

Ticket Management and Documentation: Track enquiries, manage support tickets, maintain accurate customer records, and document recurring issues using approved CRM and helpdesk tools.

Customer Feedback and Collaboration: Collect feedback, identify recurring issues, and collaborate with Growth, Product, and Engineering teams to improve the user experience.

Performance Reporting: Monitor support metrics, vendor engagement, and resolution performance. Prepare regular reports and recommend improvements.

Requirements:

1–3 years of experience in customer support, customer service, customer success, or related roles.

Excellent written and spoken English, with strong communication, empathy, and problem-solving skills.

Experience using customer support or CRM tools such as Zendesk, Freshdesk, Intercom, HubSpot, or similar platforms.

Proficiency in Google Workspace, Microsoft Office, and digital communication tools.

Ability to troubleshoot basic technical issues and guide users through mobile applications and web platforms.

Strong organizational skills, attention to detail, and ability to manage multiple enquiries efficiently.

Proactive approach to customer engagement, follow-up, and issue resolution.

Ability to work independently in a remote environment and collaborate across teams.

Experience supporting customers in technology, SaaS, e-commerce, or marketplace businesses is an advantage.

Availability to work schedules that accommodate North American customers when required.

Key Performance Indicator (KPIs):

First Response Time: Respond to enquiries within agreed support service-level agreements (SLAs).

Ticket Resolution Rate: Target at least 90% of tickets resolved within established SLAs.

Customer Satisfaction (CSAT): Target at least 85% positive customer satisfaction.

Vendor Onboarding Support: Provide timely follow-up and resolve onboarding challenges efficiently.

Vendor Engagement and Retention: Re-engage inactive vendors and improve platform participation.

Escalation Management: Escalate unresolved issues promptly and follow through until resolution.

Support Quality and Documentation: Maintain accurate records, professional communication, and consistent support quality.

Note: Initial KPI targets will be reviewed based on support volumes, available systems, and product performance baselines.

What Success Looks like:

Customers and vendors receive timely, professional, and effective support.

Newly onboarded vendors activate successfully and understand how to use the platform.

Support issues are resolved efficiently, with minimal unnecessary escalations.

Existing vendors remain engaged and continue to receive value from the platform.

Recurring customer issues are identified and communicated to the relevant teams for product improvement.

Customer satisfaction and confidence in Kenkeputa's products continue to improve.

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