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Support Engagement Lead - Remote

Posted 7 weeks ago
Customer Service
Full Time
Worldwide

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

  • Own and manage technical needs and inquiries for named customers.
  • Act as the main point of contact and trusted advisor for technical support.
  • Collaborate with Customer Success and Recurring Services teams.
  • Drive customer advocacy and champion technical needs.
  • Analyze support cases to identify trends and risks.
  • Help customers develop Centers of Excellence for knowledge sharing.
  • Maintain regular contact with customers through various channels.
  • Facilitate seamless transitions from onboarding to ongoing support.

Requirements

  • Bachelor’s Degree or equivalent experience.
  • 3-6 years of client-facing experience in a SaaS company.
  • Strong written and verbal communication skills.
  • Experience in a collaborative role and cross-team initiatives.
  • Strong analytical skills for technical issues.
  • Experience with time-sensitive customer issues.
  • Knowledge of Case Management tools like Salesforce or Zendesk.
  • Technical knowledge of APIs and basic SQL queries.
  • Bonus: Experience with the Braze platform and programming languages.

Benefits

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

Braze

Braze is a leading customer engagement platform that facilitates meaningful connections between consumers and their favorite brands. The company empowers marketers to collect and act on vast amounts of data from various sources, enabling real-time, cross-channel customer engagement. With a focus on innovative solutions, Braze offers features such as journey orchestration and AI-powered experimentation to help businesses foster growth and customer loyalty. Recognized as a Great Place to Work in multiple regions, Braze is committed to creating an inclusive and equitable workplace, supporting professional development, and promoting work-life harmony.

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