Job Description
About the role : We are looking for an exceptional support specialist to join as the second hire on our customer support team.
This is a highly unique role that sits at the center of customer success, engineering, and product. The Technical Support Specialist will help customers implement more advanced experiences, answer technical questions, and partner with our CX and Engineering / Product teams to help us build a better product.
Here are some things you’ll do in the next 18 months : Troubleshoot and resolve customer technical issues, working closely with product and engineering.
Help customers implement and troubleshoot more technically advanced experiences (you will use your knowledge of CSS, HTML, and JavaScript as a superpower!) Partner with Customer Growth Strategists to identify the most common questions from customers, and write informative and engaging help docs to scale our support.
What you bring : 2-3 years of experience working with customers in website technical support, or in a technical web analytics role.
Experience or interest in B2B marketing, optimization, personalization. A strong collaborator and communicator that virtually everyone loves to work with.
Intermediate knowledge of HTML, CSS, and JavaScript. Next-level project management and prioritization skills. Can stay organized and effectively prioritize the most important and urgent problems that need to be solved, while keeping the train moving on everything else.
Someone who is energized by ambiguity and can create structure in a dynamic, fast-paced environment. A big plus for experience working at a high growth startup (series A-D).
An exceptionally high performance bar for oneself and everyone on the team. Unafraid to communicate what’s working and what needs to change.
A kind human who wants to build an extraordinary product, culture, brand and customer experience. The three most important things : Strong communication and technical know-how : You act as a bridge between folks with and without technical ability.
You are a strong written and verbal communicator with engineers, marketers, and everyone in between. You love a good system : You will be team member #2 on the Support team, and we have a lot of systems to build : ) You aren’t afraid to jump into an ambiguous system and bring order to chaos.
Collaborates well cross-functionally : You understand and empathize with cross-functional partners. You work with CX to understand customer issues and help your CX partners uplevel their own technical skills.
You also know how to be a good partner to engineering and product by troubleshooting as much as you can on your own, and learning from every ticket that is submitted (for yourself as well as institutionally for the team).
The estimated salary range for this role for US-based employees is $95,000-$105,000.
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