Hologram is looking for a Customer Support Incident Responder to lead our customer support efforts during critical incidents. You'll act as the Customer Support DRI, coordinating responses across teams while advocating for customers and translating technical updates into plain language.
What You'll Do
- Monitor and assess alerts, support channels, and triage reports to identify emerging issues.
- Partner with Customer Support On-Call and Engineering teams to confirm incidents and determine severity.
- Maintain deep product knowledge to quickly recognize when something is off and bring the right people together to resolve it.
- Act as the Customer Support DRI during high-severity incidents.
- Lead real-time coordination of the customer support response during incidents: creating bridges, facilitating alignment, and ensuring customer experience is prioritized.
- Draft, review, and publish internal and external communications that balance clarity, accuracy, and empathy.
- Provide real-time updates and guidance to agents managing inbound customer contacts.
- Ensure Zendesk macros, internal pages, and status updates reflect current information.
- Represent the voice of the customer in incident command meetings.
- Translate technical updates into plain-language messages for customers and customer support teams.
- Ensure Hologram communicates with transparency and empathy when things go wrong.
- Communicate directly with customers impacted by an incident, supporting their case and taking ownership of the resolution.
- Partner with the Incident Response Manager to document customer impact and outcomes for each incident.
- Attend retrospectives to represent the customer and customer support perspectives.
- Analyze incident patterns and recommend process, tooling, or communication improvements.
- Conduct mini-retros with internal partners to improve operational readiness.
What We're Looking For
- 4+ years in a Customer Support or comparable customer-facing role
- Experience with CRM systems, such as Salesforce or comparable platforms
- Calm under pressure in high-pressure, ambiguous situations
- Passionate about customer experience and leading with empathy
- Collaborative cross-functional partner with a history of building strong partnerships
- Data-informed and operationally minded, using data to identify root causes and drive process improvement
- Solutions-oriented owner taking end-to-end ownership
- Bold and winsome, confidently advocating for customers and teammates
- Phenomenal written and verbal communicator with precision and warmth
- A product expert continuously deepening understanding of Hologram's products, systems, and processes
Nice to Have
- Familiarity with Zendesk
- SQL experience
Technical Stack
- CRM systems (Salesforce or comparable)
- Zendesk
Team & Environment
You'll partner with the Customer Support On-Call team, Engineering teams, as well as legal and marketing functions.
Benefits & Compensation
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $97,400 - $109,600 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $87,700- $98,600 USD
- Equity: stock options
Work Mode
This is a hybrid role open to candidates in San Francisco, CA, New York, NY, Portland, OR, or remote within the United States.
Hologram values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Hologram are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
