Customer Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Delivering Product Support: Become an expert in our products to effectively respond to customer inquiries, providing accurate and timely assistance through email, web forms, phone, and live chat.

• Technical Proficiency: Investigate and pinpoint relevant JSON logs and traces to assist in identifying root causes, and engage in discussions with second-line support.

• Prioritizing and Categorizing Inquiries: Assess the urgency of customer inquiries and categorize them to ensure efficient management and allocation.

• Documenting Solutions and Developing Resources: Create and update knowledge base articles and internal documentation to empower customers to self-serve, decreasing the volume of repetitive inquiries and reducing Support's resolution time.

• Team Collaboration: Partner closely with Customer Success Managers, the Engineering team, and other departments to address issues, share insights, and enhance the customer experience.

• Exceptional Customer Service: Aim to impress customers by delivering a smooth, friendly, and effective support experience that fosters trust and loyalty.

• Issue Tracking and Monitoring: Document, track, and monitor issues to ensure prompt resolutions, keeping customers informed throughout the process.

• Compliance with SLAs and KPIs: Regularly meet or surpass Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high service quality standards.

⛳️ Requirements

• Experience: A minimum of 3 years in a customer support role, preferably within the SaaS or technology sector.

• Industry Insight: Understanding of SaaS products, startups, and the customer support domain, especially in B2B settings.

• Technical Proficiency: Comfortable utilizing support tools and platforms such as Zendesk, Slack, Datadog, and Linear.

• Education: A bachelor’s degree or equivalent professional experience.

• Work Schedule: We're seeking our second US-based agent, with hours from 8 AM to 5 PM Eastern Time, Monday through Friday, including a 1-hour lunch break.

• Technical Acumen: Experience in reviewing, understanding, and discussing programmatic logs and trace results.

🏝️ Benefits

• Competitive Salary: ~$55,000 - $65,000 based on relevant experience and qualifications for the role.

• Performance Bonuses: Potential for performance-based incentives.

• Stock Options: Significant equity in the company.

• Comprehensive Medical/Dental/Life Insurance: Coverage for individuals and families partially funded by the company, with an option to participate in a pre-tax health Flexible Spending Account.

• Retirement Plan: Opportunity to invest pre-tax income in a 401(k) retirement plan with company matching contributions.

• Paid Time Off: Unlimited paid time off — we evaluate performance by outcomes, not hours worked.

• Flexible Work Options: Remote work opportunities available.

• Paid Parental Leave: 16 weeks for the primary caregiver and 4 weeks for the secondary caregiver.

• Additional Perks: Choice of laptop (Mac or Windows), regular company events to foster connections with teammates, and opportunities for ongoing professional development.