Provide omnichannel customer support (phone, email, chat, social), resolve complex issues, manage orders/returns/billing in CRM, capture product feedback, and proactively engage customers using empathy, digital tools, and critical thinking.
Customer Service is the frontline of the brand, responsible for the human experience and ensuring every interaction builds value and trust. While automated systems like AI chatbots handle routine tasks, human representatives focus on complex problem-solving and emotional support.
Core Roles & Responsibilities
- Omnichannel Support: Managing customer inquiries across phone, email, live chat, and social media platforms to provide a seamless "channel-less" experience.
- Issue Resolution: Identifying root causes of complaints and providing effective solutions to ensure total satisfaction and prevent churn.
- Product Expertise: Maintaining in-depth knowledge of products or services to provide accurate information and "how-to" guidance.
- Account Management: Processing orders, returns, and billing updates while managing sensitive data in CRM systems like Zendesk or Salesforce.
- Feedback Integration: Collecting customer insights and reporting trends to product and marketing teams to drive long-term business improvements.
- Proactive Outreach: Anticipating customer needs by initiating follow-ups or sharing helpful resources before an issue escalates.
Essential 2026 Skills
- Advanced Empathy: Navigating high-stress situations with emotional intelligence to de-escalate frustrated customers.
- Digital Fluency: Comfort with AI-assisted tools, unified workspaces, and navigating multiple communication platforms simultaneously.
- Critical Thinking: Analyzing complex "puzzles" that require judgment beyond what automated scripts can provide.
Top Skills
Zendesk,Salesforce,Ai Chatbots
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
