Job Description

• Customer Support & Engagement
• Serve as the first point of contact for users and partners within the assigned product.
• Manage inquiries, issues, and feedback professionally and promptly.
• Guide customers through onboarding and system use.
• Maintain a positive, solution-oriented relationship with clients.
• Product Knowledge & Feedback Management
• Understand your assigned product’s features, use cases, and updates.
• Collect and document client feedback and system issues.
• Escalate complex matters to Product, Engineering, or the Head of Corporate  Relations.
• Support in testing new product features or improvements.
• Client Relationship Maintenance
• Build and maintain positive relationships with clients and partners.
• Ensure follow-ups are timely and outcomes are communicated clearly.
• Track user satisfaction and proactively identify potential issues.
• Share testimonials or success stories with the Corporate Relations and Marketing  teams.
• Data, Reporting & Administration
• Keep accurate records of customer interactions and feedback.
• Submit weekly and monthly reports summarizing support activity and trends.
• Maintain updated contact lists for clients and partners.
• Support preparation of internal summaries and presentations.
• Culture & Team Collaboration
• Participate in team meetings, training, and professional development.
• Collaborate with peers across departments for issue resolution.
• Uphold VCF’s partner-first values and communication standards.
• Contribute to a positive, respectful, and high-performance team culture.

Skills

• Data Analysis
• Report Writing
• IT Skills
• Excellent communication, presentation, and negotiation skills.
• Problem solving skills