Senior Customer Service Representative

About the role

NorthOak, a boutique technology and digital operations consulting firm founded in 2023, is looking for a Senior Customer Service Associate. The role acts as a key point of contact for one or more clients, handling complex inquiries, managing escalations and contributing to improvements in workflows, tools and knowledge resources. It suits someone with 5+ years of customer service experience who thrives in a fast-paced environment.

Key responsibilities

• Deliver high-quality support across phone, email, live chat, social media and community forums, with timely and clear communication.
• Troubleshoot and resolve account issues, billing questions, product support, program participation, rewards and order status.
• Manage escalations tactfully while keeping customer satisfaction high.
• Work with internal teams and client stakeholders to surface insights and solve technical or operational challenges.
• Document customer interactions and case outcomes accurately, in line with client processes and compliance.
• Share recurring issues, feedback and trends so service quality can improve.
• Help maintain workflows, templates, macros, knowledge base articles and FAQs.
• Handle confidential information with discretion and adapt to changing client needs and tools.

Required profile

• 5+ years of customer service experience, including complex or escalated inquiries.
• Strong written and verbal communication, critical thinking, problem-solving and conflict resolution skills.
• Highly organized, detail-oriented and able to manage several priorities at once.
• Self-starter who identifies process improvements and takes initiative.
• Flexibility for varying schedules, including occasional evening or weekend coverage.
• Experience with eCommerce, SaaS, marketplaces, rewards or loyalty programs, content creators or affiliate/partner programs is a strong plus.

Required skills

• CRM and support platforms such as Zendesk, Freshdesk, Gorgias, Intercom and Twilio.
• Collaboration tools such as Slack, Google Workspace and Excel/Sheets.