Responsibilities
- Efficiently sort and prioritize customer support tickets while tracking key performance indicators like service level agreements, customer satisfaction scores, and time to resolution.
- Work closely with the product team to understand customer requirements and submit well-considered feature requests.
- Develop and maintain relationships with product, engineering, and customer success teams to promote knowledge sharing, incident handling, adoption of new features, and actionable feedback on products.
- Improve and streamline the Help Center to reduce ticket volume, delivering a smooth and self-service customer experience.
- Take charge of end-to-end technical projects, collaborating with engineering leadership to prioritize critical customer issues and direct sales and finance inquiries to the appropriate teams.
- Generate and present weekly, monthly, and quarterly reports on tickets, resolution times, and closure times to company leadership and the wider team.
Benefits
- Fully remote company.
- Equity options.
- Flexible time off.
- Medical, dental, and vision benefits fully covered for employees.
Compensation
Not specified
Work Arrangement
Remote (Worldwide)
