Client Support Rep

Requirements

Must have:

- We require a bachelors degree in a related business or support discipline, or an equivalent mix of education and experience.

• We look for approximately 2 to 3 years of support experience.
• We need strong communication and customer service abilities.
• We expect the ability to translate complex technical topics for non-technical audiences.
• We value the capacity to work proactively with limited supervision.
• We want someone committed to ongoing professional growth.
• We require solid organizational and project management skills.
• We need a quick learner who is comfortable with technology.
• Experience supporting retailers or consumer products companies is preferred.
• We need flexibility with changing daily assignments and priorities.
• We value the ability to manage multiple tasks and support projects in a fast-paced environment.
• We want a highly motivated team player who enjoys helping clients, partners, and internal colleagues.
• Experience using Zendesk, including tickets, macros, views, triggers, and automations, is strongly preferred.
• Familiarity with AI tools in customer support, such as Zendesk AI, Claude, or Copilot, is a plus.
• Exposure to prompt writing or reviewing AI-generated support content for accuracy is beneficial.
• SQL knowledge is a bonus.
• Experience creating or managing Zendesk Help Center content or chatbot and AI workflows is a plus.

Responsibilities:

- We manage and prioritize multiple support cases objectively while meeting service-level expectations.

• We answer support phone lines through a web-based calling system.
• We provide first responses to new tickets and resolve issues promptly.
• We use Zendesk AI features, including intelligent routing, suggested replies, and automation rules, to speed up resolution and reduce handling time.
• We use AI tools to create and maintain end-user content, support articles, and training materials with screen recordings.
• We maintain and improve the Zendesk Help Center knowledge base for better self-service deflection.
• We assist with product testing for quarterly releases and hotfixes.
• We deliver end-user training as needed on a support-incident basis.
• We participate in after-hours emergency support on an alternating schedule every other week.
• We support deployments and other implementation-related projects.
• We work with Development and Client Success to resolve escalated incidents and review test results, ticket outcomes, and urgent matters.
• We document processes, announcements, support articles, and internal procedures for our client success team.
• We create brief screen-recorded videos with voice-guided explanations to help clients and partners learn quickly.
• We proactively use AI-assisted support tools and provide feedback to improve automated recommendations and response quality.
• We independently research, test, and troubleshoot issues after the initial training period while collaborating closely with the team.

Company:

We are bLoyal, a fully remote cloud SaaS company delivering real-time omnichannel loyalty, order processing, and engagement management solutions for retailers and eCommerce businesses worldwide. Our platform helps clients strengthen customer relationships, improve retention, and grow lifetime value through integrated loyalty technology, automation, and business insight tools. We operate as a small, experienced, and highly collaborative team with a personable culture, a strong focus on client success, and a preference for self-driven people who can manage priorities independently. Our core team is largely based in Washington state, with teammates across the U.S., and we meet onsite in Seattle a few times a year. This full-time role offers a competitive compensation package, including a salary range of $50,000 to $70,000 USD, equity through stock options, 100% company-paid health insurance, unlimited PTO, and benefits such as 401(k), dental, vision, and remote work.