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Customer Support Specialist

Entry Level

Kazoo | Customer Service

Overview of the role:

If you are talented, detail-oriented, passionate about problem-solving, and have a knack for building relationships with customers, then we want you to join Kazoo's Customer Success team. As a Customer Support Specialist, you will become an expert in responding to inquiries related to all of Kazoo's customers. The most successful candidates are those who thrive in an environment of constant change, are able to work independently to solve problems and are extremely detail oriented.

What awesome stuff you’ll do:

  • Acquire a thorough understanding of the Kazoo product and features to provide world class Customer Support
  • Accurately and efficiently respond to Customer Support questions and inquiries from users
  • Troubleshoot customer issues and escalate bugs to appropriate teams and stakeholders
  • Own escalated cases, bugs, and training around bug processes for Customer Support
  • Develop tutorials and document processes based on team and customer training needs
  • Act as an expert on product feature functionality for the Customer Success team
  • Spearhead creation of knowledge base content based on customer data and trends
  • Possess a sense of urgency and take ownership of resolving a user’s issue from start to finish
  • Draft clear and concise answers that address the user’s problem or question
  • Think creatively  to use the resources available to you to troubleshoot difficult issues and find the best solution for the customer
  • Translate very technical information in a way that is easy to understand for our customers

What you'll need to be successful:

  • Minimum two years of experience supporting a consumer-facing web company
  • Passionate about being a voice for the user and naturally curious
  • Must be able to work with some ambiguity and motivated to find solutions
  • Basic knowledge of customer support principles and practices
  • Excellent written and oral communication skills
  • Exceptional problem solving and follow-up skills
  • Self-starter who can prioritize workload
  • Must be extremely detail oriented
  • Experience with Freshdesk, Salesforce and/or JIRA a plus