Associate, Customer Solutions

Associate, Customer Solutions


Role Summary

The Customer Solutions team is the first line of contact for client interaction and communication. This role focuses on high-quality intake, troubleshooting, and clear communication, ensuring every issue enters the system complete, accurate, and ready for resolution by the right team following the right SLA.

Key Responsibilities

• Handle the initial intake of tickets, ensuring each report includes all required information (screenshots, links, timestamps, environment, impact).
• Solve routine “How-to” and navigation questions using internal help documentation and FAQs.
• Accurately categorize and prioritize tickets (product area, type of issue, severity, client impact).
• Escalate tickets to the appropriate team following established workflows and SLAs.
• Fully own the communication loop between clients, internal teams, and back again connecting technical problem-solving with a strong customer experience mindset
• Maintain clear and concise written communication with internal teams and with clients.

• Identify recurring issues and patterns, and flag them as improvement opportunities to Product, Engineering, and Leadership.
• Help monitor and report on key support metrics (volume, SLA adherence, recurrence of issues, common root causes).

Recipe for Success / Competencies

• Strong analytical and troubleshooting skills; able to break down complex problems into clear, actionable steps.
• Comfortable working across multiple tools (ticketing, CRM, dashboards, logs, SQL, etc.).
• Demonstrates ownership and accountability for the tickets and domains they support.
• Able to manage multiple open issues while maintaining quality and professionalism.
• Experience in a technical support, operations, or customer success engineering role.
• C1-level English (written and spoken), able to communicate with both technical and non-technical stakeholders.
• Familiarity with data structures, APIs, or SQL is a plus, with willingness to deepen technical understanding over time

• Ability to follow playbooks, SOPs, and routing rules consistently.
• Curious and proactive in learning products and processes.

Requirements

• Proven experience in a customer support, service desk, operations, or similar role is a plus.
• Ability to work rotational shifts (evenings, weekends, public holidays) as part of a global support model.
• Familiarity with technology and web-based applications, data structures and SQL.
• Basic understanding of the ticket lifecycle, triage workflows, and support escalation paths.