Senior Customer Support Specialist (Contractor Role)

As a Senior Customer Support Specialist, you will play a pivotal role in shifting our support strategy from reactive resolution to proactive prevention. You will analyze data to identify the biggest friction points in the user journey and champion technical and process improvements that reduce contact volume.

Requirements

• Drive the Voice of the Customer (VoC) Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels.
• Perform deep-dive analysis on contact volume to determine the 'why' behind inquiries; identify systemic issues, bugs, or user experience gaps.
• Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction.
• Lead projects focused on 'ticket deflection' by identifying opportunities to improve proactive problem solving, product experience and in-product guidance.
• Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective.
• Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention.
• Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps.
• Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment.
• Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.