Customer Support Analyst

3+ years of Customer Support experience. Proven results in driving positive customer experience. Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills. Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail. A self-starter who thrives in a startup environment. Excellent written and verbal communication skills. Metrics oriented and customer satisfaction driven. Ability to manage multiple support channels (e.g. email, chat, and phone). Bachelor's degree in Business Administration or equivalent. Knowledge of customer service principles and practices.

Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms. Identify, respond, and resolve issues and questions raised by Vanilla customers. Provide hands-on support to our customers to ensure their ongoing happiness. Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner. Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction. Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need. Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers. Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives. Collaborate with the SVP of Customer Experience to implement and track key metrics like a Client Health Score. Become an expert in all things Vanilla.