The opportunity
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to…
What you'll do
Analyze and troubleshoot complex technical issues through direct user: interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
Develop product and platform expertise, working closely with Engineering,: Product, and Operations teams to diagnose and resolve user issues.
Strategically optimize and scale support processes to enhance efficiency and: improve the overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at hitting key performance: metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
Create and refine documentation to empower users to resolve issues via: self-service, reducing dependency on support teams.
Collaborate and advocate with Product and Engineering to proactively improve: the platform based on user feedback, ensuring long-term product reliability.
What they're looking for
- + years of experience in a customer-facing product support role, with a focus: on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence: cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
