Responsibilities
- Serve as the primary escalation point for the Support team to handle complex customer inquiries and resolve technical problems.
- Assist customers in navigating product features and functionalities to enhance their experience and fully address their concerns.
- Analyze recurring customer questions to improve documentation, knowledge base content, and in-app guidance tools.
- Collaborate with Customer Education by supporting live training sessions, responding to participant questions, and managing chat functions.
- Diagnose and resolve issues reported via email and live chat, including leading direct customer calls when necessary.
- Route escalated cases to relevant internal teams while maintaining ownership as the customer's main contact through regular updates and resolution confirmation.
- Leverage in-depth product and customer knowledge to collect feedback and feature suggestions, then communicate insights to product teams and initiatives.
- Apply platform expertise to assess technical issues, reframe debugging steps, and relay accurate information to engineering teams for faster resolution.
- Manage first-line support for internal channels, resolving issues and prioritizing fixes as needed.
- Lead incident response coordination with SRE, monitor customer impact, and serve as a bridge between Engineering and Support for timely updates.
- Maintain expert-level product knowledge by actively learning and staying current with new features and updates.
- Lead and contribute to new hire training, including refining onboarding materials to reflect product and process changes.
- Identify opportunities to enhance support content and lead updates to knowledge base articles, tutorials, and documentation.
- Take ownership of new feature betas by testing, providing feedback, and serving as a subject matter expert for the support team.
