SMB Client Specialist

Responsibilities:

• Provide support to clients using several communication tools (email, chat, and phone).
• Work collaboratively with our Sales, Talent Operations, Finance, and Legal teams to efficiently anticipate and fulfill client needs.
• Communicate via Zoom and Slack to maintain a high level of collaboration and clear communication within the team.
• Partner with client support teams and internal stakeholders to resolve client issues as needed.
• Act with a sense of urgency in resolving client and talent issues and have the judgment to include the proper people or teams to resolve.
• Handle escalated cases and assist clients and talent who need immediate attention, as needed in the absence of management.
• Act as a resource and subject matter expert by maintaining a working knowledge of all Toptal service offerings and policies.
• Provide support to new and existing team members by assisting with training and learning new tasks.
• Have the opportunity to work on special projects and initiatives.

Requirements:

• Minimum 3 years of experience working in customer service over a variety of communication channels (email, Slack, and chat).
• Knowledge of the software development field is a significant plus.
• Must be a strong performer in high-volume, high-pressure situations.
• Communication. Must be able to have difficult conversations and de-escalate situations when appropriate. Strong written and verbal communication skills are required.
• Collaborative. Exceptional interpersonal skills and the ability to build strong, customer-centric relationships, both internally and externally.
• Team-oriented. Cooperative and promotes an environment of continuous improvement.
• Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
• Time management. Must be able to work independently and manage time and resources efficiently; can successfully manage competing priorities.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.