Provide day-to-day customer support with a focus on efficiency, responsiveness, and service quality. Maintain scalable support infrastructure, including chatbots, knowledge bases, and automation flows. Identify platform issues, ticket bugs, and suggest platform improvements to enhance user experiences. Ensure exceptional customer service across both individual and enterprise clients, while maintaining efficiency. Monitor KPIs and performance metrics, aligning support outcomes with company-wide goals. Collaborate closely with Product, Engineering, Sales, and Marketing teams to create feedback loops, resolve escalations, and enhance the user experience. Manage and optimize support tooling, particularly Intercom, to streamline workflows and improve customer interactions. Analyze support data to identify trends, inform process improvements, and drive operational excellence. Who You Are 3+ years of experience in customer support or user operations. Experience using software and product tools to optimize customer support and workflows. The ability to learn quickly and have good judgement. Experience supporting enterprise and mid-market customers with a focus on tailored, high-touch service. Proficiency with support platforms and automation tools (e.g., Intercom, Zendesk, chatbot tech). Excellent communication and collaboration skills across cross-functional teams. A data-driven mindset with strong analytical and decision-making abilities. Passion for customer experience and a constant drive to improve systems and outcomes. BorderPass is dedicated to fostering a diverse and inclusive work environment. Please fill the form below and we'll get back to you. #J-18808-Ljbffr