Customer Support & Success Professional
Job Description
About the Role
We are looking for a reliable Customer Support & Success Professional to manage operational workflows using Ticket Management, Live Chat Support, Knowledge Base Management. This role is about consistent, high-quality execution — you'll handle processes that directly impact client satisfaction and business efficiency. The ideal candidate has experience with Zendesk and Freshdesk, communicates proactively across time zones, and takes ownership of deliverables from initial request through completion. You'll work closely with client teams to streamline operations, maintain quality standards, and identify opportunities for process improvement.
Key Responsibilities
- Own Ticket Management implementation and optimization — configuration, customization, and ongoing enhancement based on business needs
- Manage Live Chat Support workflows including setup, user training, and continuous improvement of processes
- Implement and maintain Knowledge Base Management ensuring seamless integration with existing systems and workflows
- Execute daily Customer Support & Success operational tasks according to documented SOPs and quality standards
- Maintain organized records and documentation for all processed items
- Communicate progress updates and flag issues proactively to stakeholders across time zones
- Meet agreed SLAs for turnaround time, accuracy, and volume in Customer Support & Success deliverables
- Identify and suggest process improvements that increase efficiency or reduce errors
- Train and support junior team members on Customer Support & Success procedures and best practices
- Participate in weekly team meetings and contribute to continuous improvement initiatives
Must-Have Qualifications
- Hands-on experience with Ticket Management — configuration, customization, and troubleshooting in production environments
- Proficiency with Zendesk as part of the Customer Support & Success development/operations workflow
- 1+ years of experience in Customer Support & Success or a similar operational role
- Strong organizational skills and ability to manage multiple concurrent tasks
- Excellent English communication — clear, professional written and verbal skills
- Proficiency with Zendesk
- Self-motivated with ability to work independently with minimal supervision in a remote environment
Nice-to-Have Skills
- Zendesk Support Administrator certification or equivalent validated credential
- HubSpot Service Hub Certification certification or equivalent validated credential
- Experience with advanced Customer Support & Success features: Live Chat Support, Knowledge Base Management, Customer Onboarding
- Familiarity with the broader Customer Support & Success ecosystem including Freshdesk and Intercom
- Experience with process automation tools (Zapier, Make, or Power Automate)
- Background in process improvement methodologies (Six Sigma, Lean, or Kaizen)
Interview Tips
Process Documentation
Give them a simple process to observe and document. Evaluate clarity, completeness, and whether someone else could follow their SOP.
Prioritization Exercise
Present 5 competing Customer Support & Success tasks with different deadlines and priorities. Ask them to organize, explain their reasoning, and describe communication to stakeholders.
Quality Test
Give them a sample Customer Support & Success task with intentional errors embedded. Measure how many they catch and how they report issues.
Communication Assessment
Ask them to write a status update email for a hypothetical Customer Support & Success project. Evaluate clarity, professionalism, and proactive issue flagging.
Typical Team Structure
Team Size
2-6 Customer Support & Success team members
Reports To
Operations Manager, Project Lead, or Department Head
Collaborates With
Client teams, QA, Training, IT Support
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