Responsibilities
- Respond to incoming support requests via email, phone, and live chat within defined service level agreements
- Diagnose and resolve technical problems reported by customers
- Take part in an after-hours on-call schedule with the Customer Success team
- Reproduce customer-reported bugs and document them clearly before forwarding to Product teams
- Develop in-depth knowledge of the platform to serve as a subject matter expert on functionality and best practices
- Create and update a public-facing knowledge base with technical guides and strategic recommendations
- Manage communications to customers about product updates and changes
- Maintain training marketplace templates within the company dashboard
- Conduct live training sessions for customers during onboarding and after product updates
- Set up new customer accounts, including initial workspace configuration, content, and integrations
- Lead onboarding for integrated systems such as HRIS and guest feedback platforms
- Manage data migration projects for new or expanding customers, sometimes supervising external contractors
- Assist clients adopting new tools or adding additional products to their subscription
- Deliver internal training to Customer Success teams on product features and technical workflows
- Track customer feedback on new features and recurring bugs, sharing insights with Product teams
- Analyze platform usage and support patterns to identify at-risk accounts and alert Customer Success
Work Arrangement
Hybrid
Background Check Requirement
As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment
