At Resly, we're building a customer support experience the industry hasn't seen before - fast, thoughtful, and deeply customer-centric.
We're looking for a Senior Customer Support Specialist to help guide the team, take on the trickier customer issues, and work closely with Product and Engineering to keep improving how things work.
?What You'll Do
Handle complex client issues across tickets and calls.
Escalate technical issues clearly to Product/Dev, track progress, and ensure timely responses.
Manage multiple high-urgency or VIP issues at once while keeping communication clear and calm.
Maintain high standards across CSAT, ticket quality, call volume, and reliability.
Provide daily coaching, identify skill gaps, and support the Team Leader with performance insights.
Ensure compliance with privacy and data-handling policies.
Create and maintain documentation for complex tasks and workflows.
Work with other teams on cross-functional initiatives, assist with candidate "vibe checks," and contribute to a positive, collaborative team culture.