- Manage all customer-facing communication, including status updates on bugs, requests, and resolutions.
- Handle account administration, including user management, configuration changes, and data operations.
- Triage inbound tickets, reproduce issues, and resolve them directly or escalate with detailed reports to engineering.
- Maintain and update internal runbooks and customer-facing help documentation.
- Collaborate with customer success and technical teams to ensure seamless communication transitions.
- Surface recurring issues to the product team to help prioritize improvements and self-serve features.
DocumentationCustomer supportCustomer Success+1 more