Customer Support Generalist

Job description

As a Customer Support Generalist, you will deliver fast, reliable, and customer-first support across multiple channels, ensuring every interaction builds trust and adds value. Customer Experience Own customer enquiries end-to-end, resolving issues with accountability and quality Deliver high first-contact resolution and reduce customer effort Manage inbound calls, chats, and cases efficiently with professionalism and empathy Maintain accurate case management and data quality in systems Tailor support based on customer needs and personas Contribute to continuous improvement initiatives that enhance the overall customer experience Operational Excellence Performance Manage high volumes of customer interactions while maintaining quality and productivity Adhere to schedules, workflows, and performance expectations Stay current with process updates, coaching feedback, and product knowledge Actively participate in 1:1s, team meetings, and development activities Take ownership of personal development and continuously build capabilities Digital Process Excellence Promote digital self-service tools to improve customer efficiency Maintain high standards of customer data accuracy Use knowledge bases and digital tools to drive resolution and efficiency Collaborate using modern workplace tools (e.g. MS Teams, Office 365, AI tools) Support a digital-first and continuous improvement mindset Commercial Growth Contribution Identify opportunities to upsell, cross-sell, and add value during customer interactions Generate and qualify leads, collaborating with…