StackCX
Customer Support Specialist
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Company Description
StackCX provides customer experience software designed for sales teams, starting with car dealerships and extending to any industry where a single conversation can determine a high-value sale. The platform uses AI to listen to every sales call, identify promises made to customers, and ensure those commitments are followed through. StackCX integrates with existing phone systems and CRMs, avoiding the need for disruptive system changes. The software offers call recording, follow-up tracking, scorecards and coaching tools for managers, and daily task lists for sales representatives. StackCX focuses on helping organizations keep every promise and convert more leads into successful sales outcomes.
Role Description
The Customer Support Specialist is a full-time, on-site role based in Cambridge. This team member will respond to customer inquiries, troubleshoot product and technical issues, and provide clear, timely resolutions through phone, email, and chat. The role includes guiding users through StackCX features, documenting recurring issues, and collaborating with product and engineering teams to improve the customer experience. The specialist will maintain accurate records in support systems, monitor customer feedback, and contribute to knowledge base articles and FAQs. This position also involves supporting onboarding, offering best-practice recommendations, and helping ensure high levels of customer satisfaction and adoption.
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Qualifications
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- Strong Customer Support experience with a focus on Customer Satisfaction and issue resolution.
- Excellent Interpersonal Skills, including clear communication, active listening, and empathy.
- Ability to provide Technical Support, including basic troubleshooting and guidance on software usage.
- Solid Analytical Skills to interpret customer feedback, identify patterns, and propose improvements.
- Comfort working with CRMs, call management tools, and ticketing systems; prior SaaS experience is beneficial.
- Proactive problem-solving mindset and ability to manage multiple customer requests in a fast-paced environment.
- Team-oriented approach with willingness to collaborate across support, sales, and product functions.
- Relevant education or equivalent practical experience in customer service, support, or a related field.
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