We are looking for a Customer Care Specialist who is proactive, resourceful, and empathetic. You’ll be the first line of support for users—troubleshooting issues, resolving questions, and ensuring every interaction reflects the quality of our product and care for our customers.

As part of a small but growing team, you’ll also help build the foundation of support at DeepIP: improving documentation, creating self-serve workflows, and feeding insights back to product and customer success teams.

Key Responsibilities

• Deliver high-level customer service via our ticketing system to maintain a good customer satisfaction score:

  • Troubleshoot, analyze, handle and/ or escalate issues,

  • Define action plans to complete the resolution,

  • Ensure monitoring of anomalies over time until their final closure,

  • Escalate to Solution team associated risks,

  • Guarantee compliance with customer SLAs.

• Enhance overall customer support efficiency, productivity and quality of service by:

  • Improving internal processes,

  • Keep building on existing self-service solutions & improve resources available to customers (and introduce more if needed),

  • Ensuring that low touch customers get the proper automated onboarding,

  • Sharing with Product & Tech teams key insights to improve our services and avoid issues,

  • Escalate to Solution team upsell opportunities for services.

• Deliver proactive outreach about issues, product updates & improvements:

  • Administrate the Status pages (Cloud EU & US),

  • Share release notes & customs communications to ensure that customers are informed about product updates & improvements.

Department

CSM

Locations

USA

Remote status

Hybrid