Job Description

Customer Support Specialist

Department: Customer Experience

Reports To: Customer Support Team Lead

Job Summary

Brava is building a brand-new Customer Support function, and we are looking for a Customer Support Specialist to be one of the first members of this exciting new team! This role will be the first line of defense for all incoming customer inquiries, handling questions via phone, chat, email, and text with best-in-class response times and high-quality resolutions.

In addition to responding to customer inquiries, the Customer Support Specialist will assist with administrative projects assigned by the CX department during downtime. This is an excellent opportunity for someone who is customer-focused, highly organized, and eager to help build a world-class customer support experience.

Key Responsibilities

Customer Support & Inquiry Handling

• Serve as the first point of contact for all incoming customer inquiries via phone, chat, email, and text.
• Provide exceptional support, ensuring that every customer interaction is handled efficiently and professionally.
• Maintain best-in-class response times, prioritizing speed while maintaining accuracy and quality.
• Troubleshoot customer issues, answer product-related questions, and provide helpful resources to resolve inquiries.
• Log and track all customer interactions, inquiries, and resolutions in Brava’s Customer Support Platform (Helpdesk/Ticketing System).
• Escalate complex issues, technical concerns, or warranty claims to the appropriate teams for further resolution.

Administrative & CX Support Tasks

• During downtime, assist with administrative projects assigned by the CX department, ensuring operational efficiency.
• Help maintain and update the Knowledge Base by identifying frequently asked questions and assisting with content creation.
• Support internal teams (Sales, Product, and Operations) by gathering and relaying valuable customer insights and trends.
• Contribute to process improvements, identifying ways to enhance the customer support experience.

Performance Metrics

Success in this role will be measured by:

• Customer Response Time & Resolution Efficiency (speed and quality of responses).
• Customer Satisfaction & Feedback Scores (post-interaction surveys).
• Accuracy & Consistency in Documentation (proper case logging and issue tracking).
• Completion of Assigned Administrative Tasks (supporting CX initiatives during downtime).
• Contribution to Knowledge Base Updates & Process Improvements (helping build a scalable support function).

Required Skills & Competencies

• Excellent verbal and written communication skills, with the ability to engage with customers professionally across multiple channels.
• Strong customer service mindset, always prioritizing customer needs and satisfaction.
• Ability to multitask and manage multiple inquiries at once while maintaining high response times.
• Strong problem-solving skills, with the ability to troubleshoot and provide effective solutions quickly.
• Highly organized, with strong attention to detail and ability to accurately document customer interactions.
• Comfortable working with technology, including Customer Support Platforms, CRMs (Salesforce preferred), and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced, customer-focused environment.

Experience

• 1+ year of experience in customer support, customer service, or a related role .

Work Environment & Physical Requirements

• Full-time position with standard business hours.
• Prolonged periods of sitting, with occasional standing and walking.
• On-site position at the Coralville, IA location

Why Join Brava?

Brava is a fast-growing company revolutionizing the roofing industry with high-quality, sustainable roofing solutions that combine beauty, durability, and eco-friendliness. Join us as we scale and innovate, making a lasting impact on homeowners and professionals alike!

This is an exciting opportunity to be part of something new! As a Customer Support Specialist, you will play a vital role in shaping Brava’s support function while providing an exceptional experience for our customers. If you thrive in fast-paced environments, love helping customers, and want to be part of a growing team, we’d love to hear from you!

Apply today and help us build Brava’s world-class Customer Support function! 🚀

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