Technical Customer Support and Operations Specialist

4-5 years of experience in customer-facing or user-focused roles, ideally in startups (e.g. tech support, UI/UX, product design, IT, operations, etc)
Knowledge of SaaS product development and roadmap building
Experience managing complex, multi-faceted projects on-time and on-budget, led by ability to triage and ruthlessly prioritize tasks and outcomes
Familiarity in ticketing platforms, CRMs, knowledge base software, and product development lifecycle software

Define and own customer support process: Handle feedback, triage issues, coordinate with engineering teams, and close the loop with users
Create and optimize support workflows aligned with existing processes
Provide timely, professional responses to all customer inquiries consistent with our brand voice
Develop deep product knowledge to effectively assist users and create documentation for self-service opportunities
Collaborate with the product team to provide feedback and influence the product roadmap

You have a fierce sense of intellectual curiosity and are audacious in your quest to diagnose and solve tough problems. You know when to solve things on your own and when to ask for help
You get an adrenaline rush from efficiently solving as many support tickets as you can
You balance empathy with resilience and resolve: You know how to talk to customers in ways that proactively guide them to the right answer while making them feel heard
You have an operational mindset: you naturally find ways to do things more efficiently and help others do the same, and you build and make processes faster and better as you go
You are a natural information archivist and architect: You know that written guides make complex procedures easier (bonus points if you appreciate the Checklist Manifesto!)
You are an adaptable communicator: You can transition between speaking to a frustrated customer, a busy engineer, an aloof executive, and a super user (and anyone in between!)