Senior Customer Support Representative
United States
After working as a customer service representative at Hatch, I was promoted to a Senior Customer Service Representative. In this role I was responsible for interviewing potential candidates for the CS role, training new CS agents, creating a knowledge base for our agents to reference in their day-to-day interactions with customers. I also helped develop a QA rubric to be used to perform quality assurance audits on agent tickets. I was responsible for developing Hatch's Help Desk to make it more robust and allow customers to find resolutions to issue they might be experiencing. I would also meet with CS agents regularly to check-in and help establish best practices. Overall, I was deeply involved in helping to create the ideal experience for our customers here at Hatch.