Quext Customer Support Advocate - Remote (Biotech)
Job Summary:
We are seeking a compassionate and solutions-driven Customer Support Advocate to serve as a trusted point of contact for our customers. You will play a vital role in ensuring a seamless, positive experience by resolving inquiries, troubleshooting issues, and advocating for customer needs across the organization. This role is ideal for someone who thrives in a fast-paced environment, excels at clear communication, and is committed to delivering exceptional service.
Employee Testimonial
Key Responsibilities:
Customer Support
Respond promptly and professionally to customer inquiries via email, phone, chat, and in-app messages.Manage open cases with regular updates and timely follow-through until resolution.Deliver clear, accurate, and comprehensive support, educating customers on product features and best practices.
Troubleshoot basic to moderately complex issues, escalating when appropriate.
Customer Advocacy
Serve as the voice of the customer by surfacing feedback, trends, and pain points to internal teams.
Collaborate cross-functionally with product, engineering, and marketing to enhance the customer journey.
Build trust and foster long-term relationships with customers through empathy and accountability.
Process Improvement & Knowledge Management
? Maintain accurate, detailed case notes and history within the CRM system (e.g., Salesforce, Intercom).
? Contribute to and update self-service content, including knowledge base articles, FAQs, and how-to guides.
? Identify recurring issues and propose scalable solutions to improve customer support workflows.
Performance & Insights
? Consistently meet or exceed KPIs such as First Response Time (FRT), Average Resolution Time (ART), and Customer Satisfaction Score (CSAT).
? Analyze customer trends and provide actionable insights to help reduce ticket volume and improve user experience.
Required Qualifications
Education: High school diploma or equivalent required; associate or bachelor's degree preferred.
Experience:
o 1+ year in customer support or customer service role.
o Experience with support platforms (e.g., Salesforce, Intercom, Zendesk) preferred.
Skills:
Exceptional verbal and written communication.Strong problem-solving skills and ability to multitask in a dynamic environment.
o High emotional intelligence, patience, and a genuine passion for helping people.
Preferred Qualifications
? Experience in PropTech, SaaS, or Smart Home industries.
? Familiarity with Wi-Fi troubleshooting and smart device support.
? Multilingual abilities are a plus.
? Basic technical knowledge or willingness to learn about our products and backend systems.
Success Metrics (KPIs)
? First Response Time (FRT)
? Average Resolution Time (ART)
? Customer Satisfaction Score (CSAT)
? Ticket Escalation Rate
? Resolution Rate on First Contact
* Madera Residential, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.
