Senior Customer Support Specialist

About us:

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we're creating a level playing field where businesses and individuals (like you) can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.

We're backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let's build it together.

Role

Senior Customer Support will provide guidance, instruction, direction and leadership to a group of Customer Support Specialists (Customer Support Team) for the purpose of achieving a key result or group of aligned results.

Key Requirements

KRA: (Key Responsible Areas)

o Meet Team key performance metrics of 1 hour response time and 6 hour resolution time.

o Ensure that daily open tickets per agent are at 0

o Multi-tasking is must

Function(LOB):

o Examine, review and process documents/ orders/ files/ cases allocated as per set timelines

o Identify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automation

o Provide inputs for knowledge checks & collaborate with stakeholders to drive the outcomes

o Good understanding on EWS (early warning signals) mechanism o Liaise with Stakeholders from other teams to drive efficiency based tasks

o Good with Business report understanding

Pre-requisites (Must have)

5+ years of experience in the Customer Experience.

Process- SOPs(Standard Operating Processes) quick adoption

Coaching & Feedback mechanism understanding is must

Prior experience on ZenDesk & Intercom is preferred

Good knowledge on Manpower planning would be preferred

Knowledge on B2B SaaS business acumen is preferred

Tools & Skills (Preferred)

MS office, Process applications - CRM, Zendesk

Preferred knowledge: Power BI & SQL

What We Offer:

• High-impact role with the chance to play a key role in a rapidly growing company.
• Work with a passionate, energetic, and diverse team.
• Competitive benefits, recognition programs, and career development opportunities.
• Comprehensive health insurance coverage for you and your family's well-being.
• Generous holiday policy.
• A company that genuinely invests in your professional success.

Equal Employment Opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status