Customer Support Advocate - Remote

Overview

The Customer Support Advocate will be the first point of contact for clients, managing communications from initial requests to resolution, while also supporting the scaling of the support function.

In Short

• Be a product expert in all areas of Ignition.
• Own customer communications and issues from initial contact until resolution.
• Collect customer feedback and influence product direction.
• Identify issues and engage with the development team.
• Develop and improve support processes.
• Create and maintain documentation and knowledge base articles.
• Collaborate closely with various teams across the business.
• Work primarily in the AMER timezone.

Requirements

• Previous experience in a customer support role.
• Proficiency with various software systems including Intercom.
• Strong written and verbal communication skills.
• Good time management and organizational skills.
• Ability to listen to concerns and handle criticism.
• Engage in articulate dialogue while maintaining an open mind.
• Ability to work autonomously and as part of a team.

Benefits

• Competitive salary and employee stock options.
• 20 days annual leave and 10 wellness days.
• Health, dental, and vision benefits from day one.
• Annual education allowance for professional growth.
• Monthly virtual social events.
• Flexible working supported by home office reimbursement.
• Extra paid day off for your birthday.