End of Life Support Specialist

We are seeking a proactive and customer-focused individual to join our team as a Customer Support Specialist. In this frontline, customer facing role, you will assist client families with inquiries or concerns related to Bare’s products and services, providing exceptional support across Live Chat, Social Media, and Voice Message channels.

The ideal candidate will have excellent communication skills, a proactive approach to problem-solving, and the ability to collaborate effectively with colleagues across multiple departments. As our company continues to expand and innovate, you’ll need to stay adaptable, eager to learn, and confident in raising customer issues for resolution by our customer support team.


Key Responsibilities

- Live Chat
- Respond promptly and professionally to customer inquiries and requests through the Live Chat platform.
- Direct contact requests or inquiries to the appropriate department or team member.
- Monitor and follow up on customer requests to ensure timely resolution.
- Escalate concerns or complaints to the manager as necessary.

Social Media Support

- Respond to and moderate customer inquiries across social media platforms.
- Proactively gather complete information from customers and direct requests to the appropriate department or team member.
- Monitor requests and follow up to ensure they are resolved.
- Escalate concerns or complaints to the manager as necessary.

Voice Messages

- Monitor phone-based voice messages left by customers and assess their urgency.
- Accurately log key details from messages, such as customer name, contact information, and the nature of the inquiry.
- Triage voice messages to the appropriate department or team member for resolution.
- Follow up to ensure all inquiries are attended to in a timely manner.
- Escalate urgent or unresolved issues to the manager as necessary.



Expectations

- Exhibit fluency in written and spoken English.
- Proactively identify opportunities to improve processes or customer experiences.
- Communicate clearly, professionally, and empathetically with customers, team members, and other departments.
- Demonstrate strong attention to detail and effective problem-solving skills.
- Remain adaptable and open to learning and unlearning as processes and business needs evolve.

What We’re Looking For

- A proactive self-starter with a positive, can-do attitude.
- A person who leads with empathy, who is responsive and results focussed.
- Someone eager to gain a deep understanding of the business to effectively support customers.
- A team player who is comfortable collaborating across teams and taking initiative to resolve issues.

This role is an excellent opportunity for someone passionate about providing top-notch customer support while contributing to a dynamic and growing company. If this sounds like you, we’d love to hear from you!