Support Engagement Lead - Remote

Overview

The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. This role serves as the main point of technical support interaction for a designated group of named customers, acting as their technical advocate throughout the contract period.

In Short

• Deliver premium support service experience to customers.
• Act as the main point of technical support interaction for named customers.
• Manage technical relationship while collaborating with Customer Success team.
• Handle technical inquiries and escalations to ensure excellent customer experience.
• Analyze customer support cases to identify trends and risks.
• Help customers develop Centers of Excellence for knowledge sharing.
• Maintain regular contact with customers through various channels.
• Transition clients from onboarding to ongoing activity seamlessly.
• Drive customer advocacy for technical needs and product enhancements.
• Collaborate with cross-functional teams to deliver product value.

Requirements

• Bachelor’s Degree or equivalent experience.
• 3-6 years of client-facing experience in a SaaS company.
• 2-3 years in Technical Support and 1-2 years in account management.
• Exemplary written and verbal communication skills.
• Strong analytical skills regarding technical issues.
• Experience with time-sensitive customer issues.
• Familiarity with Case Management tools like Salesforce or Zendesk.
• Technical knowledge of APIs and basic SQL queries.
• Bonus: Experience with the Braze platform.
• Bonus: Knowledge of Mobile Development, HTML, CSS, Java, or Ruby.

Benefits

• Competitive compensation including equity options.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and paid parental leave.
• Professional development opportunities.
• Community engagement opportunities.
• Supportive Employee Resource Groups.
• Collaborative and fun workplace culture.