Customer Support Specialist

Company Overview :

Zenwork is at the forefront of cloud / API-based Tax Automation and Governance, Risk Compliance (GRC) technology, pioneering the future of Tax Tech and GRC Automation. Our comprehensive suite of top-tier AI-SaaS solutions serves a vast clientele of over 500,000, providing effortless tax automation through our APIs for major enterprises. In the tax year 2022, we reported over $413 billion to the Internal Revenue Service, managing more than 30 million transactions for some of the world's leading and most forward-thinking firms.

As a rapidly expanding digital compliance AI-SaaS product company, Zenwork boasts a customer base that spans all sizes, partnering with industry giants like Intuit, Bill.com, Xero, and Sage Intacct. Recognized as one of the fastest-growing companies in the U.S. by Inc. magazine and a consecutive Accountex award recipient, Zenwork has garnered significant acclaim. Backed by Spectrum Equity Partners, Zenwork has successfully raised over $163 million in funding, maintaining profitability as a late-stage entity with operations in both the U.S. and India.

Job Summary :

As a Customer Support Specialist at Zenwork Inc., you will be the frontline in delivering exceptional customer service to our U.S.-based clients. Your role involves assisting customers with their inquiries, resolving issues, and ensuring a positive experience. You'll handle multiple tasks, such as answering questions via Salesforce, chat, or email, and develop problem-solving skills to address customer needs efficiently. With comprehensive training, you’ll gain the expertise to thrive in a dynamic work environment while consistently providing top-quality service.

This role also offers the opportunity to contribute to process improvements by suggesting new ideas. You'll need to be adaptable, as the job requires working in various shifts, including night shifts. If you’re eager to learn, motivated to help others, and ready to embrace a fast-paced work environment, this position is an excellent opportunity to advance your career.

Job Description :

Experience Level : 2+ years of relevant customer service or support experience, with a focus on U.S. clients

Work Location : Hyderabad, India (Work from Office)

Shift : 24 / 7 work environment with rotating weekly time off. Must be able to work permanent night shifts or assigned rotational shifts.

Education : Graduation Mandatory

What You’ll Bring :

2+ years of experience in customer support, preferred with U.S.-based clients.

Proficiency in MS Excel

Excellent written and verbal communication skills, with a focus on delivering clear and professional interactions.

Strong problem-solving abilities and a customer-centric mindset, ensuring high levels of customer satisfaction.

Ability to manage multiple tasks simultaneously and maintain a high level of attention to detail.

Familiarity with CRM systems and workflows, with a preference for experience in Salesforce.

Responsibilities & Requirements :

Manage customer support inquiries efficiently across email and chat, adapting between channels as needed to meet business demands.

Review, analyze, and resolve critical customer queries with precision to ensure customer satisfaction and adherence to SLAs.

Communicate customer feedback, feature requests, and suggestions for process improvements to the product team.

Capable of handling multiple chats simultaneously.

Maintain zero open tickets policy by resolving or appropriately escalating issues by the end of each day.

Track and report on customer pain points, providing actionable insights for process improvements.

Proficiently use MS Word for document preparation and customer communication.

Work effectively in a fast-paced environment, managing SLAs and TATs to meet customer expectations.