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Support Specialist


Full-TimeCustomer SupportRemote

Loom

San Francisco

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Jobs posted: 2

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As a Support Specialist at Loom, you’ll be the hero in our front lines assisting hundreds of Loom customers every week. We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!

As a Loom's new Support Specialist, here's some of your responsibilities...

💖 Helping customers via email and social media to ensure they are successful with our product (our current Support Specialists send around 40-50 emails per day)
🛠 Troubleshooting and investigating support inquiries to quickly identify any issues
☎️ Jumping on ad-hoc calls with customers to provide help and product education, as necessary
📝 Actively collecting and documenting insights from customers to send to the Product team
🐦 Contributing to our social media presence by actively monitoring platforms where Loom customers are present and engaging with them through content creation
📚 Auditing and updating any current support resources as the product changes (Help Center, Saved Replies, etc.)
✍️ Creating new documentation such as FAQs, guides and knowledge-base articles for Loom customers and our team
🚀 Assisting with projects related to improving our support at scale processes

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