Support Specialist

What you’ll do:

• Provide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.
• Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.
• Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.
• Demonstrate empathy, patience, and a customer-centric approach in all interactions.
• Collaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.
• Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.
• Take ownership of projects to help improve the support team, our overall customer service and cross-collaboration with internal stakeholders.

The right person for this role will have:

• 3+ years direct experience working in customer support
• Worked with a technically complex product
• Well versed in support tools and technology
• Able to work EST hours.
• Technically curious with a desire to learn product function and new technologies  
• Possess a talent for investigating, troubleshooting, and resolving support inquiries- always looking to go one step further to improve first level resolution 
• Coordinate customer escalations and incident management 
• Skilled in working cross-departmentally to ensure speedy resolutions to customer reported issues
• Ability to clearly articulate solutions while also displaying both empathy and patience
• Detail-oriented and organized, with excellent time management skills
• Excellent written and verbal communication 
• Comfortable working in a fast-paced environment and adaptable to change
• Worked on projects to improve the efficiency or abilities of their team

Bonus points if you have:

• Basic programming skills (Python, Git, GitHub, Scripting)
• Basic Cloud Computing Knowledge (AWS, EC2 & VMs)
• Ability to run technical investigations (Investigate logs, Understand traceback messages and errors, Investigate multiple systems)
• Previously worked in high growth environment between Series A - C stage companies
• Strong understanding of AI and automation technologies
• Implemented a support tech stack and worked with support automation tools
• Content writing skills for internal or external knowledge management
• Knowledge of the insurance industry
• Understanding of ticket data analysis and reporting

Our Guiding Principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
• Fast by default. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
• Act like an owner.  We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.

Compensation and Benefits:

• The range for base pay is $60k - $80k which is dependent on level of experience, performance and choice of stock option compensation
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 days of the year