What Jobs are available for Customer Support in Kansas City?
Showing 210 Customer Support jobs in Kansas City
Customer Support Lead
64106 Kansas City, Missouri
$55000 Annually
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and mentor their support team in Kansas City, Missouri, US . This hybrid role combines essential on-site team leadership with the flexibility of remote work. The ideal candidate will have a proven track record in customer service management, exceptional communication skills, and a passion for delivering outstanding support experiences. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer inquiries across various channels, including phone, email, and chat.
As a Customer Support Lead, you will coach and develop a team of customer service representatives, setting performance standards, conducting training sessions, and providing regular feedback. Your role will involve monitoring key support metrics, identifying areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty. You will handle escalated customer issues, working to resolve them efficiently and professionally. This position requires strong problem-solving abilities, a deep understanding of customer service best practices, and the capacity to manage multiple priorities in a fast-paced environment. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is essential. You will also collaborate with other departments, such as product development and sales, to relay customer feedback and contribute to service improvements. A proactive approach to anticipating customer needs and ensuring a consistently positive support experience is vital. This is an excellent opportunity to lead a dedicated team and significantly impact customer retention and overall business success.
Responsibilities:
As a Customer Support Lead, you will coach and develop a team of customer service representatives, setting performance standards, conducting training sessions, and providing regular feedback. Your role will involve monitoring key support metrics, identifying areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty. You will handle escalated customer issues, working to resolve them efficiently and professionally. This position requires strong problem-solving abilities, a deep understanding of customer service best practices, and the capacity to manage multiple priorities in a fast-paced environment. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is essential. You will also collaborate with other departments, such as product development and sales, to relay customer feedback and contribute to service improvements. A proactive approach to anticipating customer needs and ensuring a consistently positive support experience is vital. This is an excellent opportunity to lead a dedicated team and significantly impact customer retention and overall business success.
Responsibilities:
- Lead and mentor a team of customer support representatives.
- Oversee daily operations of the customer support department.
- Ensure timely and effective resolution of customer inquiries and issues.
- Monitor key performance indicators (KPIs) and customer satisfaction metrics.
- Develop and implement strategies to improve support processes and efficiency.
- Handle escalated customer complaints and complex issues.
- Conduct regular training sessions and performance evaluations for team members.
- Collaborate with cross-functional teams to address customer feedback.
- Maintain and update customer support documentation and knowledge base.
- Foster a positive and customer-centric team culture.
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0
Senior Customer Support Engineer
64114 Kansas City, Missouri
$75000 Annually
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client is looking for a seasoned Senior Customer Support Engineer to join their team, serving clients in **Kansas City, Missouri**. This role combines on-site presence with remote flexibility. You will be a primary technical point of contact for customers, providing advanced support for complex software and hardware issues. Your role will involve in-depth troubleshooting, root cause analysis, and developing effective solutions to ensure customer satisfaction and product reliability. You will also contribute to knowledge base development, create technical documentation, and collaborate with product development teams to relay customer feedback and identify areas for product improvement. The ideal candidate possesses strong technical aptitude, excellent problem-solving skills, and outstanding customer service abilities. Experience with enterprise-level support, ticketing systems, and a deep understanding of the company's product suite are essential. You will also play a key role in training and mentoring junior support staff. This is an excellent opportunity to deepen your technical expertise, build strong customer relationships, and contribute to the success of a growing technology company.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex hardware and software issues.
- Conduct in-depth root cause analysis for recurring or critical customer problems.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product management) and manage follow-up.
- Develop and maintain comprehensive technical documentation and knowledge base articles.
- Collaborate with product teams to provide feedback on product performance and customer needs.
- Train and mentor junior customer support staff on technical issues and best practices.
- Assist in the development and delivery of customer training sessions.
- Manage customer escalations and ensure timely and effective resolution.
- Contribute to the continuous improvement of support processes and tools.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 5+ years of experience in technical customer support or a similar role, preferably in a SaaS or hardware environment.
- Proven ability to troubleshoot complex technical issues across hardware and software.
- Strong understanding of operating systems, networking concepts, and common application architectures.
- Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
- Excellent communication, interpersonal, and customer service skills.
- Ability to explain technical concepts clearly to both technical and non-technical audiences.
- Strong analytical and problem-solving skills.
- Experience in a hybrid work environment.
- Ability to work independently and as part of a team.
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1
Senior Customer Support Specialist
64101 Kansas City, Missouri
$22 Hourly
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Kansas City, Missouri, US . This role is pivotal in ensuring exceptional customer satisfaction by providing prompt, accurate, and empathetic support across various channels. The ideal candidate will possess a deep understanding of customer service best practices and a proven ability to resolve complex issues efficiently. You will be responsible for handling escalated customer inquiries, training and mentoring junior support staff, developing and implementing improved support procedures, and actively contributing to the continuous enhancement of our customer experience. This position requires a proactive approach to problem-solving and a commitment to upholding the highest service standards. You will collaborate closely with other departments to identify customer needs and translate them into actionable feedback for product and service improvements. Key responsibilities include: managing a high volume of customer interactions via phone, email, and chat; diagnosing and troubleshooting technical and service-related issues; documenting all customer interactions and resolutions accurately in our CRM system; staying up-to-date with product knowledge and company policies; and contributing to the development of self-help resources and FAQs. We are looking for individuals who are patient, detail-oriented, and possess excellent communication and interpersonal skills. A minimum of 3 years of experience in a customer service role, with at least 1 year in a senior or lead capacity, is required. Familiarity with ticketing systems and CRM software is essential. The ability to work effectively both independently and as part of a team is crucial. Join a growing organization where your contributions will make a significant impact on customer loyalty and business success.
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2
Senior Customer Support Lead
64106 Kansas City, Missouri
$75000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Lead to oversee and elevate their customer service operations from a remote position. This critical role involves managing a team of support specialists, implementing best practices, and ensuring the delivery of exceptional customer experiences. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and a passion for problem-solving and customer satisfaction.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support specialists, fostering a positive and productive work environment.
- Develop and implement customer support strategies, policies, and procedures to ensure consistent, high-quality service.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores (CSAT).
- Provide ongoing training and coaching to support staff to enhance their skills and product knowledge.
- Handle escalated customer issues, resolving complex problems with empathy and efficiency.
- Analyze customer feedback and support data to identify trends, root causes of issues, and areas for improvement.
- Collaborate with other departments (e.g., Product, Engineering) to address customer feedback and improve product/service offerings.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Identify opportunities for process improvements and implement solutions to enhance customer support efficiency.
- Contribute to the development and implementation of new customer support tools and technologies.
- Act as a point of escalation for complex customer inquiries and technical issues.
- Onboard and train new customer support team members.
- Champion a customer-centric culture throughout the organization.
- High school diploma or equivalent; Bachelor's degree in a related field is preferred.
- Minimum of 5 years of experience in customer support or customer service, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead, motivate, and manage a remote support team.
- Exceptional communication, interpersonal, and problem-solving skills.
- In-depth understanding of customer service best practices and principles.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical skills with the ability to interpret customer data and metrics.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Proficiency in conflict resolution and de-escalation techniques.
- Experience in creating and managing knowledge base content.
- Adaptability and a positive attitude towards change and continuous improvement.
- Familiarity with SaaS products or technology-driven services is a plus.
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3
Senior Customer Support Specialist
64101 Kansas City, Missouri
$23 Hourly
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join our dynamic, fully remote team. This pivotal role is responsible for providing exceptional service and technical assistance to our valued customers across various platforms. You will be a primary point of contact, addressing inquiries, troubleshooting complex issues, and ensuring a seamless customer experience. As a remote-first organization, we foster a collaborative and supportive virtual environment where your contributions are recognized and valued.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues related to our products and services, escalating complex problems to appropriate teams when necessary.
- Maintain accurate records of customer interactions, transactions, comments, and complaints.
- Develop and update customer support documentation, FAQs, and knowledge base articles to empower self-service.
- Provide training and mentorship to junior support staff, sharing best practices and product knowledge.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Contribute to the continuous improvement of customer service processes and workflows.
- Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
- Collaborate effectively with cross-functional teams including Sales, Marketing, and Engineering to ensure a unified customer approach.
- Stay up-to-date with product updates, new features, and industry best practices to provide accurate and comprehensive support.
- Proven experience as a Customer Support Specialist or in a similar client-facing role (minimum 3 years).
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; a Bachelor's degree in a relevant field is a plus.
- Experience in a remote-first work environment is highly desirable.
- Demonstrated ability to de-escalate situations and find positive resolutions.
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4
Senior Customer Support Specialist
64101 Kansas City, Missouri
$58000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking a highly motivated and customer-centric Senior Customer Support Specialist to join their team in Kansas City, Missouri, US . This is a critical on-site role requiring strong problem-solving abilities and a passion for delivering exceptional customer experiences. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely and effective solutions to ensure customer satisfaction and retention. Key responsibilities include serving as the primary point of contact for escalated customer issues, documenting customer interactions and resolutions accurately in our CRM system, collaborating with engineering and product teams to identify and resolve recurring problems, and contributing to the development of support documentation and knowledge base articles. The ideal candidate will possess a minimum of 3-5 years of experience in a customer support or technical support role, preferably within the technology sector. Strong technical aptitude, excellent communication skills (both written and verbal), and a patient, empathetic demeanor are essential. Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems is required. A Bachelor's degree in a relevant field or equivalent work experience is preferred. This is an excellent opportunity for an experienced support professional looking to advance their career within a supportive and growing company, contributing directly to customer success in a vibrant metropolitan area.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting to customers.
- Handle escalated customer inquiries and resolve complex issues.
- Document all customer interactions and resolutions in the CRM system.
- Collaborate with internal teams to identify and address product issues.
- Contribute to the creation and maintenance of support documentation and FAQs.
- Identify trends in customer issues and suggest product improvements.
- Ensure customer satisfaction and build strong customer relationships.
- Train and mentor junior support staff.
- Adhere to service level agreements (SLAs) and support protocols.
- 3-5 years of experience in customer support or technical support.
- Strong technical troubleshooting skills.
- Excellent verbal and written communication abilities.
- Proficiency with CRM software and ticketing systems.
- Customer-focused mindset with strong problem-solving skills.
- Ability to work effectively in a team environment.
- Bachelor's degree or equivalent experience preferred.
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5
Senior Customer Support Engineer - SaaS
64108 Kansas City, Missouri
$75000 Annually
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client, a rapidly expanding technology company specializing in innovative SaaS solutions, is seeking a highly skilled and dedicated Senior Customer Support Engineer to join our fully remote, customer-centric team. This role is crucial in ensuring our clients receive exceptional technical assistance and achieve maximum value from our platform. You will be the frontline expert, diagnosing and resolving complex technical issues, guiding customers through advanced product functionalities, and acting as a critical bridge between our customers and our product development teams. Responsibilities include providing in-depth technical support via multiple channels (email, phone, chat, video conference), troubleshooting software bugs, analyzing system logs, and documenting solutions for our knowledge base. You will also be responsible for escalating critical issues to engineering, collaborating with developers to ensure timely resolution, and contributing to product improvements based on customer feedback. The ideal candidate will possess a deep understanding of SaaS architecture, networking concepts, and common troubleshooting methodologies. Strong analytical, problem-solving, and communication skills are essential, as is the ability to explain complex technical concepts clearly to a non-technical audience. This is a remote-first position, offering flexibility and the opportunity to work with a collaborative and supportive team from anywhere in the United States.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for SaaS products.
- Diagnose and resolve complex software issues for a global customer base.
- Guide customers through product implementation, configuration, and advanced features.
- Analyze system logs, error messages, and performance data to identify root causes.
- Escalate critical issues to engineering and development teams, ensuring timely resolution.
- Create and maintain comprehensive documentation for our knowledge base and support resources.
- Collaborate with product management to provide customer feedback and insights.
- Assist with customer training and onboarding sessions.
- Monitor support ticket queues and ensure adherence to service level agreements (SLAs).
- Contribute to continuous improvement of support processes and tools.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 4+ years of experience in technical support, customer success engineering, or a related role, preferably with SaaS products.
- Proficiency in troubleshooting web applications, APIs, and cloud-based platforms.
- Strong understanding of networking protocols (HTTP, TCP/IP) and databases.
- Excellent analytical, problem-solving, and debugging skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
- Scripting or basic programming knowledge is a plus.
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6
Senior Customer Support Specialist (Remote)
64106 Kansas City, Missouri
$52000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and highly motivated Senior Customer Support Specialist to join their dynamic, remote-first team. In this pivotal role, you will be the primary point of contact for customers, providing exceptional support across various channels including email, phone, and live chat. You will be responsible for troubleshooting complex technical issues, guiding users through product functionalities, and ensuring a seamless customer experience.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries, ensuring all issues are resolved effectively and efficiently.
- Diagnose and resolve technical problems, escalating to senior technical staff when necessary.
- Educate customers on product features, best practices, and troubleshooting solutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to the product development team for continuous improvement.
- Develop and maintain a deep understanding of our client's products and services.
- Mentor junior support staff and contribute to team training initiatives.
- Assist in the creation and maintenance of knowledge base articles and support documentation.
- Collaborate with cross-functional teams, including sales and engineering, to ensure customer satisfaction.
- Proactively seek opportunities to improve the customer support process and enhance user satisfaction.
- Proven experience in a customer support or helpdesk role, with at least 2 years in a senior capacity.
- Excellent problem-solving and analytical skills.
- Strong communication skills, both written and verbal.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote environment.
- Adept at explaining technical concepts to non-technical users.
- Experience in a SaaS or technology-driven company is highly preferred.
- A passion for delivering outstanding customer service.
- Ability to work independently and as part of a collaborative remote team.
- This is a fully remote position based in the **Kansas City, Missouri, US** region, requiring a dedicated home office setup with reliable internet connectivity.
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7
Senior Customer Support Specialist - Remote
64101 Kansas City, Missouri
$55000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be the primary point of contact for our customers, providing exceptional support and resolving complex inquiries with efficiency and professionalism. You will be instrumental in shaping the customer experience, ensuring satisfaction and fostering long-term loyalty.
Responsibilities:
Responsibilities:
- Handle high-volume inbound customer inquiries via phone, email, and chat, providing accurate and timely resolutions.
- Troubleshoot and diagnose technical issues, escalating when necessary to appropriate departments.
- Document all customer interactions, issues, and resolutions thoroughly in the CRM system.
- Develop and maintain a deep understanding of our products and services to effectively assist customers.
- Collaborate with cross-functional teams, including product development and engineering, to identify and address recurring customer pain points.
- Train and mentor junior support staff, contributing to team growth and knowledge sharing.
- Identify opportunities for process improvements and contribute to the development of best practices in customer support.
- Proactively identify customer needs and suggest relevant solutions or product enhancements.
- Maintain a high level of customer satisfaction through empathetic and professional communication.
- Participate in regular team meetings and contribute to strategic discussions on customer experience.
- Proven experience as a Customer Support Specialist, preferably in a senior or lead capacity.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical skills, with a knack for identifying root causes.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced remote environment.
- Adept at de-escalating difficult customer situations and finding positive resolutions.
- Experience with product support in a SaaS or technology-related industry is a plus.
- A self-starter with a strong work ethic, able to work independently with minimal supervision.
- Bachelor's degree in a related field or equivalent practical experience.
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8
Senior Customer Support Specialist - Technical Escalations
64108 Kansas City, Missouri
$60000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Support Specialist to handle complex technical escalations for their growing user base in Kansas City, Missouri, US . In this pivotal role, you will be the frontline for resolving challenging customer issues that require in-depth technical knowledge and exceptional problem-solving abilities. You will be responsible for investigating, diagnosing, and resolving a wide range of technical problems across our client's suite of software products. This position demands a proactive approach to customer satisfaction, ensuring that all escalated issues are addressed promptly, efficiently, and with a high degree of accuracy. You will serve as a subject matter expert, providing guidance and support to the broader customer service team, and acting as a crucial liaison between customers and internal engineering teams.
Key responsibilities include thoroughly documenting customer issues, identifying root causes, and implementing effective solutions. You will manage a queue of escalated tickets, prioritizing and resolving them within established service level agreements (SLAs). A significant part of your role will involve collaborating with product development and quality assurance teams to identify trends, provide feedback on product issues, and contribute to product improvements. You will also be tasked with creating and updating knowledge base articles, troubleshooting guides, and other support documentation to empower both customers and internal staff. The ideal candidate will possess strong analytical skills, the ability to remain calm and professional under pressure, and a genuine passion for helping customers succeed. You should be adept at translating technical jargon into clear, understandable language for non-technical users. This role offers a fantastic opportunity to deepen your technical expertise and make a tangible impact on customer loyalty and retention. Occasional participation in team meetings and training sessions will be required, some of which may occur outside standard working hours to accommodate global user support needs.
Qualifications:
Key responsibilities include thoroughly documenting customer issues, identifying root causes, and implementing effective solutions. You will manage a queue of escalated tickets, prioritizing and resolving them within established service level agreements (SLAs). A significant part of your role will involve collaborating with product development and quality assurance teams to identify trends, provide feedback on product issues, and contribute to product improvements. You will also be tasked with creating and updating knowledge base articles, troubleshooting guides, and other support documentation to empower both customers and internal staff. The ideal candidate will possess strong analytical skills, the ability to remain calm and professional under pressure, and a genuine passion for helping customers succeed. You should be adept at translating technical jargon into clear, understandable language for non-technical users. This role offers a fantastic opportunity to deepen your technical expertise and make a tangible impact on customer loyalty and retention. Occasional participation in team meetings and training sessions will be required, some of which may occur outside standard working hours to accommodate global user support needs.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, technical helpdesk, or a similar client-facing technical role.
- Proven track record of successfully resolving complex technical issues and managing customer escalations.
- Strong understanding of common software troubleshooting methodologies and best practices.
- Excellent written and verbal communication skills, with a customer-centric approach.
- Familiarity with CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work effectively both independently and as part of a collaborative team.
- Demonstrated ability to multitask and manage time efficiently in a fast-paced environment.
- Experience with product feedback and bug reporting processes is a plus.
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