Field Support Representative providing field technical support for IDEXX Diagnostic Imaging Systems. Collaborating with sales and customer support teams to maintain customer accounts and ensure effective training.
About the role
- Team Lead responsible for customer experience in a high-growth fintech startup. Managing complex issues, team support, and operational excellence in customer interactions.
Responsibilities
- Own complex, high-impact, or sensitive customer issues and drive them to resolution
- Support the team in meeting and exceeding key performance metrics (CSAT, SLA)
- Act as a primary point of contact for CX Specialists, providing real-time support and troubleshooting
- Identify inefficiencies in workflows, tooling, and processes, and recommend improvements to increase team effectiveness
- Work closely with AI-driven CX tools, including chatbot and voice automation systems, to ensure they are delivering accurate, high-quality customer experiences
- Analyze customer interactions, support trends, and recurring issues across both human and AI channels to identify opportunities for improvement
- Work closely with Product, Engineering, Risk, and Operations teams to surface issues and improve the customer journey
Requirements
- 3-5 years of experience in customer experience, customer support, or operations, preferably within a fast-paced or fintech environment
- Proven ability to manage complex customer issues and escalations with strong judgment and attention to detail
- Strong understanding of CX metrics and the ability to use data to identify trends and drive improvements
- Excellent verbal and written communication skills, with the ability to clearly and effectively handle both customer and internal interactions
- Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency
- Strong attention to detail and ability to navigate multiple tools, systems, and workflows effectively
- A proactive, ownership-driven mindset with the ability to operate effectively in a fast-paced, evolving environment
- Experience working with or alongside AI-powered customer support tools (e.g., chatbots, voice automation) or strong curiosity and willingness to learn
- Nice-to-haves: Experience with tools such as Freshdesk/Zendesk, Salesforce, Aircall, or similar platforms
Benefits
- Competitive compensation ($70,000 – $80,000 base + bonus)
- Retirement savings program with employer matching
- Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
- Generous time off to help you recharge
- Parental top-up to support your growing family
- Continuing education stipend to support your professional development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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