- Respond to customer issues via Intercom with a 2-minute response SLA on chat
- Diagnose and resolve workflow misconfigurations, campaign errors, carrier issues, and compliance rejections
- Build and troubleshoot automated workflows using Whippy's internal workflow builder and Zapier
- Proactively monitor customer usage and reach out before customers report problems
- Log bugs in Linear with full documentation and follow through to resolution
- Coordinate directly with telephony providers like Telnyx, Bandwidth, and Twilio when needed
- Manage a portfolio of non-dedicated accounts with both reactive and proactive touchpoints
- Document solutions and share playbooks with the broader support team
SaaS