Customer Support Representative (18 Month Contract)

About the Role

Guusto is seeking an organized and detail-oriented Customer Support Representative for an 18-month contract position. In this role, you will be a vital part of the Customer Experience team, providing exceptional support to Guusto customers and gift recipients. Your responsibilities will include resolving inquiries, troubleshooting issues, and assisting users in maximizing their use of the Guusto platform. This position demands strong communication, empathy, technical aptitude, and problem-solving skills to ensure every customer interaction is handled with care, urgency, and professionalism. You will significantly contribute to customer satisfaction, retention, and loyalty by delivering timely support and identifying areas for improvement throughout the customer journey.

Key Responsibilities

• Address customer and recipient inquiries via email, chat, and other support channels promptly and professionally.
• Diagnose and resolve issues related to the platform, redemptions, accounts, and billing, identifying root causes and implementing effective solutions.
• Escalate complex problems to the relevant internal teams while retaining ownership and ensuring prompt follow-up.
• Meticulously manage support tickets and customer communications with accuracy, attention to detail, and empathy.
• Maintain a high level of customer satisfaction in all interactions.
• Educate customers on platform features, functionalities, and best practices.
• Assist customers with account setup, user management, rewards programs, and redemption queries.
• Develop clear and helpful explanations to enable customers to use and navigate the platform independently.
• Promote the use of available resources, documentation, and self-service tools to enhance customer success.
• Collaborate with Onboarding, Customer Success, Account Management, Product, and Engineering teams to resolve customer issues and enhance the overall customer experience.
• Convey customer feedback, emerging trends, and recurring challenges to internal stakeholders.
• Participate in testing and validation for product updates, bug fixes, and changes impacting customers.
• Contribute to the continuous enhancement of support processes, workflows, and customer-facing materials.
• Maintain up-to-date documentation in internal knowledge bases and customer help resources.
• Identify opportunities to reduce customer effort and boost operational efficiency.
• Share insights and best practices with colleagues to improve overall team performance.
• Act as the voice of the customer, identifying pain points and areas for enhancement.
• Exhibit empathy and professionalism, particularly in challenging situations.
• Build customer trust and confidence through consistent delivery of positive support experiences.

Qualifications

Required

• Possess 1 to 3 years of experience in customer support or a similar customer-facing role, ideally within B2B SaaS environments.
• Proficiency with customer support and ticketing systems such as Zendesk, Intercom, HubSpot, or comparable platforms.
• Availability to work core business hours of 9am to 5pm Eastern Time, with flexibility for occasional evenings, weekends, and holidays.
• Exceptional written and verbal communication abilities.
• Strong aptitude for problem-solving and critical thinking.
• Capacity to manage multiple tasks and thrive in a dynamic, fast-paced setting.
• Keen attention to detail and robust organizational skills.
• A customer-centric approach with a genuine commitment to helping others succeed.

Preferred

• Experience in troubleshooting technical issues and collaborating with cross-functional teams.
• Familiarity with employee recognition, rewards, engagement, or HR technology solutions.

Additional Information

This is an 18-month contract position.