- Efficiently triage customer support tickets while maintaining focus on key performance metrics such as SLA, CSAT, and Time to Resolution.
- Collaborate closely with the product team to analyze customer needs and submit well-informed feature requests.
- Build and nurture relationships across product, engineering, and customer success teams to facilitate knowledge sharing and incident engagement.
- Enhance and optimize the Help Center to minimize ticket volume and ensure a seamless customer experience.
- Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues.
- Drive weekly, monthly, and quarterly reporting on tickets, resolution, and close times for leadership.
Analytical SkillsProblem SolvingRESTful APIs+2 more