Senior Customer Success Agent

About the role

We are seeking a highly skilled and experienced Senior Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, manage escalations, and mentor support agents. You will be expected to become a Subject Matter Expert (SME) on our products and services, with the possibility of focusing your expertise on a specific area within our portfolio.

What you’ll do

• Handle escalated customer cases and complex inquiries with professionalism and efficiency.
• Mentor and provide guidance to front-line customer service agents to ensure high-quality service.
• Drive process improvements by identifying inefficiencies and providing actionable feedback to improve workflows, tools, and systems.
• Develop and maintain in-depth knowledge of our products and services, becoming an SME in specific areas as needed.
• Collaborate with internal teams and BPO partners to resolve escalations and provide timely solutions.
• Escalate technical issues to the appropriate engineering teams and follow up to ensure resolution.
• Contribute to improving customer experience by providing feedback and insights to the product and service teams.

Key qualifications

• Minimum of 2-3 years of experience in an escalation support role, preferably in a customer service environment.
• Proficiency with customer ticketing tools, especially Zendesk.
• Strong familiarity with office applications such as Google Suite, Slack, and Jira.
• Excellent problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong communication skills, both written and verbal.
• Knowledge of financial services is a plus, but not required.

The national pay range for this role is $90,000 - $100,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.