Customer Support Partner

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of the enablement process for designated client segments.

• Facilitate Data Explorer orientations when data is actively in the field.

• Conduct report walkthroughs, demonstrating to clients how to tailor and enhance reports and customize showreels.

• Participate in client partnership meetings to review and empower clients with the latest products and features.

• Assist in client onboarding and implementation initiatives.

• Develop and manage educational resources.

• Utilize AI to streamline support workflows while ensuring a high standard of customer service and human oversight.

• Conduct quality reviews of AI-generated responses and address documentation shortcomings.

• Promptly address incoming client inquiries related to products and issues, ensuring quick and solution-focused responses.

• Produce personalized Loom videos for workflows, troubleshooting, or best practices.

• Report bugs and defects to Engineering, including documentation, reproduction steps, client impact, and urgency levels.

• Recognize recurring product inquiries and pain points, synthesizing feedback for the Product team.

• Maintain and support Help Center content and assess AI chat responses.

• Draft and keep updated client-facing release communications, feature enhancements, and announcements.

• Facilitate proactive client engagement through educational videos, emails, and in-app interactions.

• Revise Help Center articles and support documentation to reflect new functionalities.

• Monitor client feedback on releases and collaborate with the Product team.

• Identify and implement workflow enhancements to minimize manual tasks for Customer Support Directors.

• Assist in scaling client communications where automation is suitable.

• Collaborate across functions to optimize handoffs between Sales, Research, Product, and Customer Support.

• Contribute to ad hoc projects aimed at boosting team efficiency or client impact.

⛳️ Requirements

• Two to three years of experience in market research.

• At least two years in a customer-facing role, research operations, or client support, preferably in SaaS, research technology, or agency settings.

• Strong grasp of market research workflows and terminology.

• Outstanding written communication skills, capable of conveying technical concepts clearly and succinctly.

• Proven ability to manage multiple client interactions while ensuring speed and quality.

• Comfortable producing clear and energetic Loom videos and leading live training sessions.

• Highly organized and methodically rigorous.

• Collaborative and adept at working cross-functionally with Product, Engineering, and Sales teams.

• Adaptable to a fast-paced, evolving environment where processes are still being developed.

• Customer-focused and agile in responding to client needs.

• Detail-oriented and driven by processes.

• Proactive and focused on finding solutions.

• Capable of taking ownership with minimal supervision.

🏝️ Benefits

• Competitive salary.

• Stock options.

• Comprehensive healthcare coverage (medical, dental, and vision).

• Additional coverage options.

• Company-provided laptop.

• One-time technology stipend for onboarding.

• 401(k) plan with company matching contributions.

• Flexible time-off policy.

• Hybrid working model.

• Catered lunch provided.