Senior Customer Service Associate - SW/IT1

NorthOak NorthOak is a boutique technology and digital operations consulting firm whose mission is to empower organizations and teams to scale, automate, and streamline their operations. Our team works closely with diverse companies and offers innovative solutions such as workflow management systems, customized outsourcing, and digital transformation initiatives. Founded in 2023, we aim to become a leader in operations consulting, partnering with businesses across various industries to optimize their processes and drive sustainable growth. Role We’re seeking a Senior Customer Service Associate to join our growing team. This role requires someone who communicates clearly, thinks critically in real time, and demonstrates strong emotional intelligence. You should be confident handling conversations across multiple channels and committed to delivering an exceptional customer experience. In this role, you’ll work closely with one or more of our clients, serving as a key point of contact to support their customers and ensure a seamless, positive experience from start to finish. As a senior-level associate, you’ll take the lead on complex inquiries, manage escalations, and contribute to enhancements in workflows, tools, and knowledge resources. You may also provide support or mentorship to junior team members as the support function grows. This position is ideal for someone with 5+ years of customer service experience — whether it be through phone support, chat, or both — who thrives in a fast-paced environment, communicates with clarity and confidence, and takes ownership of delivering high-quality results. Responsibilities Deliver high-quality customer support across multiple channels (phone, email, live chat, social media platforms, and community forums), ensuring timely, professional, and clear communication. Troubleshoot and resolve a wide range of inquiries — including account issues, billing questions, product support, program participation, rewards, or order status — with accuracy, empathy, and efficiency. Manage escalations tactfully and find effective resolutions while maintaining strong customer satisfaction. Collaborate closely with internal teams and client stakeholders to address customer needs, surface insights, and resolve technical or operational challenges. Maintain organized, detailed, and accurate documentation of customer interactions and case outcomes in alignment with client processes and compliance requirements. Identify and communicate recurring issues, customer feedback, or trends to improve service quality or when they may point to a broader product or process concern. Assist in refining and maintaining resources such as workflows, templates, macros, knowledge base articles, and FAQs to support efficiency and consistency in customer communication. Handle confidential or sensitive information with integrity, professionalism, discretion, and adherence to security protocols. Adapt to evolving client needs, tools, and communication channels as their operations grow. 5+ years of customer service experience, with knowledge of how to handle complex or escalated inquiries. Experience using CRM and support platforms (e.g., Zendesk, Freshdesk, Gorgias, Intercom, Twilio), and collaboration tools such as Slack, Google Workspace, and Excel/Sheets. Exceptional written and verbal communication skills, with the ability to respond clearly, professionally, and with emotional intelligence. Strong critical thinking, problem-solving, and conflict-resolution skills, with a customer-first approach. Highly organized, detail-oriented, and able to manage multiple priorities simultaneously. A self-starter mindset with the ability to identify opportunities for process improvement and take initiative without constant supervision. Flexibility to support varying schedules based on client needs, including occasional evening or weekend coverage. Experience supporting eCommerce, SaaS, marketplaces, rewards or loyalty programs, content creators, or affiliate/partner programs is a strong plus. Comfortable adapting to new platforms, communication channels, and client-specific tools as needed. Fully Remote - work wherever is best for you 4 weeks paid time off - time to recharge Growth Opportunities - Develop your career