Client Services Support InternAt — CORKSY INC

Customer Support & Communication Liaison

Company: Corksy

Department: Operations / Customer Experience

Reports to: Operations Manager / Leadership Team

Role Overview

The Customer Support & Communication Liaison at Corksy serves as the primary point of contact between our company and our customers, partners, and internal teams. This role ensures clear, timely, and professional communication across all touchpoints while delivering a high-quality support experience. The liaison plays a critical role in maintaining customer satisfaction, resolving issues efficiently, and representing Corksy’s brand voice with consistency and care.

Key Responsibilities

Customer Support

• Serve as the first line of support for customer inquiries via email, phone, chat, and support tickets

• Troubleshoot and resolve issues related to Corksy’s platform, services, billing, and integrations

• Escalate technical or complex issues to the appropriate internal teams and track them through resolution

• Maintain accurate records of customer interactions, issues, and resolutions

Communication & Coordination

• Act as a bridge between customers, sales, product, engineering, and operations teams

• Translate customer feedback and pain points into clear, actionable insights for internal stakeholders

• Ensure customers receive timely updates on issue status, product changes, and service announcements

• Assist with onboarding communications and ongoing customer education

Relationship Management

• Build and maintain strong relationships with merchants, partners, and vendors

• Proactively follow up with customers to ensure satisfaction and retention

• Uphold Corksy’s brand voice—professional, friendly, responsive, and solutions-oriented

Process Improvement

• Identify recurring issues and recommend process or product improvements

• Help develop and maintain FAQs, support documentation, and internal communication guidelines

• Contribute to improving customer support workflows and response times

Qualifications

• 2+ years of experience in customer support, account management, or client communications

• Strong written and verbal communication skills

• Excellent organizational skills with the ability to manage multiple requests simultaneously

• Problem-solving mindset with attention to detail

• Comfortable working with support tools, CRMs, and SaaS platforms

• Experience in fintech, SaaS, payments, or hospitality/wine industry is a plus

Key Skills & Traits

• Clear, empathetic communicator

• Calm under pressure and solution -focused

• Highly organized and reliable

• Customer-first mindset

• Able to work independently while collaborating across teams

Why Corksy

Corksy is building modern solutions for merchants and partners, and customer experience is at the heart of everything we do. This role offers the opportunity to directly impact customer satisfaction, product improvement, and long-term growth while working with a collaborative and fast-moving team.

Tasks:

Description of Tasks • Respond to customer inquiries via email, phone, chat, and support ticketing systems in a timely and professional manner • Provide accurate information and guidance regarding Corksy’s platform, services, billing, and integrations • Communicate clearly with customers regarding issue status, next steps, and expected timelines

Training:

Training From Manager
The Customer Support & Communication Liaison will receive structured training and ongoing guidance from their direct manager to ensure success in the role and alignment with Corksy’s standards.
Initial Training
During onboarding, the manager will provide training covering: • Overview of Corksy’s platform, services, and customer workflows • Understanding Corksy’s customers, partners, and merchant use cases • Customer support procedures, escalation paths, and response expectations • Communication standards, tone, and brand voice • Use of internal tools (CRM, ticketing system, communication platforms) • Common customer scenarios and best-practice responses
Ongoing Training & Support • Regular check-ins with the manager to review performance, challenges, and priorities • Coaching on complex customer issues, escalations, and edge cases • Updates on product changes, new features, and process improvements • Feedback on communication quality, efficiency, and customer satisfaction • Continued skill development in customer service, problem-solving, and cross-team collaboration
Performance Alignment
The manager will: • Set clear expectations, goals, and success metrics • Provide constructive feedback and guidance for improvement • Support the Liaison in managing workload and prioritizing requests • Ensure the role evolves alongside Corksy’s growth and customer needs

Learning Outcome:

1. Communication with clients and customer relations skills
2. Understanding of the SaaS world
3. Internal management of needs from the team
4. Time management