Customer Support Champion
1 day ago
Join a dynamic team as a Customer Support Champion, playing a key role in scaling our support function and maintaining knowledge base resources. You will improve processes, collaborate closely with teams across the business, and collect customer feedback to influence product direction.
Responsibilities- Become knowledgeable about our platform, understanding its capabilities and how it works.
- Own customer communications and issues from initial contact until resolution, providing support via Intercom and occasional phone conversations.
- Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
- Develop and improve processes to scale support with the growing business.
- Create and maintain internal and customer-facing documentation such as knowledge base articles.
- Previous experience in a customer support role.
- Proficiency with various software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
- Good written and oral communication skills for creating professional documents and presentations.
- Ability to listen to concerns and handle criticism without taking it personally.
- Engage in robust and articulate dialogue while maintaining an open mind.
- Competitive salary and employee stock options from day 1.
- Health/Dental/Vision benefits from day 1.
- Education allowance and professional development funding.
- Flexible working options and home office support.
- Employee recognition and wellness programs.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
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