- Respond to inbound client questions across live messaging, tickets, and screen-share / video calls with speed, clarity, and precision
- Take full ownership of issues from first response through resolution while consistently hitting SLAs
- Manage competing tickets and timelines without sacrificing quality or customer experience
- Diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions
- Surface patterns, recurring issues, and product gaps to inform roadmap decisions
- Help build and refine workflows, SLAs, and tooling to scale the support function
- Guide customers on workflows, best practices, and how to get maximum value from the product
- Create and maintain internal and client-facing documentation, tutorials, and FAQs
- Work closely with Product, Engineering, and Client Success to deliver a seamless experience
JiraDocumentationTroubleshooting+3 more