Key skills
SaaSCommunication
About this role
Role Overview
- Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses.
- Troubleshoot before escalating
- replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
- Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
- Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
- Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
- Collaborate cross-functionally to promote a consistent and seamless user experience.
Requirements
- 2-3 years of experience in a Customer Support role at a startup or SaaS company.
- Strong sense of urgency and accountability
- you take ownership of tickets and follow through until resolution.
- Exceptional troubleshooting skills
- you proactively seek answers, investigate thoroughly, and document findings before escalating.
- Clear and professional communication
- you can explain complex topics in a simple, friendly, and empathetic way.
- A keen eye for detail and operational efficiency
- you recognize patterns, identify process gaps, and suggest improvements.
- Experience with our support tool, Intercom.
- Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies.
- Bonus Points: Experience or familiarity with the architecture industry or QuickBooks.
Benefits
- 🎭 Innovative engineering and product culture
- 💰 Early-stage well-funded company
- ❤️ Inclusion and diversity as a company priority
- 🌡 100% premium coverage on our healthcare plans for employees and their families
- 🦷 Dental & vision coverage for employees and families
- 🖥 New laptop & equipment
- 🏋🏻♀️ Wellness Stipend