Technical Support Manager

We are seeking a dynamic individual to join our fast-growing startup as a Customer Support Representative. This role will play a pivotal role in both establishing and executing on support processes to ensure maximal client satisfaction, retention, and advocacy. As the initial hire in this role and an early hire in our customer success team, you will shape and define the customer support function at our company.

Responsibilities:

Your primary responsibility is ensuring fast, high-quality resolutions for client issues. To do so, you will:

• Provide technical support and training to customers

Manage an inbound ticket queue, phone call queue, and inbound chat support

• Own our customer-facing knowledge base and help center

Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs

• Implement new processes to increase the scalability of our team

Qualifications:

Experience with product support, training, troubleshooting, and technical documentation.Previous experience in a customer-facing role, preferably in B2B software or technology salesA high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectivelyStrong communication and interpersonal skills, with the ability to deescalate difficult customer situationsExceptional problem-solving abilities

• Professional work ethic coupled with sound judgment
• Startup experience is a strong plus
• Experience with support systems like G-Suite, Intercom, Salesforce, and JIRA is a plus
• Data and analytical skills are a plus

Self-motivated, with a strong sense of ownership and a desire to contribute to the growth and success of a startup

Additional details & Benefits:

• Location: New York is preferred, though this role can be remote.
• Compensation range: $80,000-$95,000 based on experience and fit. Equity available.
• Benefits:
  • Unlimited paid time off to relax and recharge
  • Comprehensive health benefits (medical, dental, and vision)
  • 90% employer contribution for individual health insurance
  • 401(k) coverage
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Great start-up culture