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.