Customer Support Solutions Specialist

Role Summary

We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.

This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into effective and sustainable solutions.

What You'll Do

• Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
• Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
• Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
• Identify recurring customer issues and drive process, SOP, and workflow improvements.
• Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
• Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
• Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
• Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
• Translate customer and operational pain points into clear require