Responsibilities
- Collaborate with the department manager to refine the operating model for product support and customer experience, covering triage, escalation, communication, documentation, and resolution processes.
- Support rapid diagnosis and resolution of live issues by identifying root causes such as product behavior, data quality, system performance, or user workflow challenges.
- Advocate for users by applying empathy, accountability, and sound decision-making during high-pressure or ambiguous support situations.
- Establish benchmarks for support quality, ensuring timely, accurate, and audience-appropriate communication.
- Maintain service level agreement (SLA) frameworks by monitoring response and resolution times, escalation trends, backlog status, and recurring issues.
- Coordinate with engineering, data, product, and client-facing teams to ensure issues are properly defined, assigned, prioritized, and resolved.
- Build strong relationships with users and client teams by understanding their workflows, challenges, and expectations.
- Detect recurring patterns in tickets, incidents, and feature requests, and convert insights into actionable feedback for product, process, or training improvements.
- Promote secure and standardized production practices, minimizing ad hoc workarounds and ensuring proper data handling.
- Enhance support systems and workflows, including ticketing platforms, categorization, automation, reporting, and escalation procedures.
- Strengthen team capabilities through knowledge sharing, improved triage methods, documented workflows, and peer training.
- Assist in identifying gaps in processes, training, capacity, and organizational structure to strengthen the support function.
- Leverage AI and automation tools to improve diagnostics, documentation, workflow efficiency, and proactive issue detection.
Benefits
- Flexible and remote work options, with access to office locations in Playa Vista or New York
- Unlimited paid time off, volunteer days, and recharge days including a full office closure during the Christmas and New Year’s week
- Comprehensive medical, dental, and vision insurance coverage
- 401K retirement plan with company matching contributions
- Generous paid parental leave policy
- Regular performance reviews with opportunities for advancement and salary increases
- Reimbursement for education and professional training, plus development programs
- Employee discount program for travel, hotels, vehicles, fitness, entertainment, and more
- Access to mental health resources, inclusive care, and family-building support
- Company-wide recognition program celebrating employee contributions
- Frequent team and company events, including annual summer and holiday celebrations
- Pet-friendly office environment with pet insurance options
Work Arrangement
Hybrid — Playa Vista, New York
Benefits
- Flexible/Remote work with optional usage of our great offices in Playa Vista or New York
- Unlimited PTO, volunteer days and a generous number of recharge days including a full office closure during the week of Christmas and New Year’s
- Medical, Dental, and Vision Insurance Plans
- 401K with company match
- Generous paid Parental Leave
- Regular performance evaluations with opportunities for promotions and merit increases
- Educational and training reimbursement plan and other training and professional development opportunities
- Employee perks program (includes discounts on travel, hotels, cars, fitness, movie tickets and more)
- Resources available for mental health, inclusive care and family building
- NRGratitude – our company-wide employee recognition program
- Regular team/company events and activities including annual summer and holiday parties
- Pet friendly headquarters and pet insurance options
