Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.
Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users
Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner.
Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements.
Continuously and proactively expand your knowledge of our products and services to better drive customer success.
Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices.

Customer Success or Technical Support experience in the SaaS space
Based in Boston or Tampa
Experience working with various CRM platforms
Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
Strong listening and problem solving skills
Ability to work with multiple ongoing priorities and live projects
Ability to work cross-functionally with distributed remote teams in a startup environment
Driven and proactive approach with a strong willingness to learn

Customer Experience Manager – Tech Support

Key skills