Senior Support Specialist
New
J
JobgetherHealthcare and life sciences
Based in the United States; Fully remote work environment within the United States.Full-TimeSenior
SalaryAnnual salary: $65,000–$80,000, depending on experience. Equity compensation in the form of Restricted Stock Units (RSUs). Health and charitable donation stipends.
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Job Details
- Languages
- Excellent written and verbal English communication skills
- Experience
- At least 6 years of customer-facing support experience, including 2 or more years in a senior, lead, or escalation-focused position.
- Required Skills
- SQLSalesforceJiraMentoringZendeskCustomer support
Requirements
- Have at least 6 years of customer-facing support experience, including 2 or more years in a senior, lead, or escalation-focused position.
- Have previous experience working in a B2B SaaS environment.
- Have hands-on experience with ticketing and issue-tracking platforms such as Zendesk, Jira, or Salesforce.
- Have demonstrated experience leading cross-functional projects, initiatives, or process improvements.
- Have experience mentoring, training, or guiding customer support professionals.
- Demonstrate excellent written and verbal English communication skills, including communication with senior stakeholders.
- Be able to explain complex technical concepts clearly to audiences with varying levels of technical expertise.
- Have strong organizational and prioritization skills to manage multiple customer issues and projects.
- Be proactive and able to work independently, make decisions, and manage priorities with minimal supervision.
- Demonstrate attention to detail, accountability, accuracy, empathy, and the ability to manage difficult customer situations constructively.
- Preferred: Familiarity with SQL, AWS Athena, S3, APIs, Microsoft Excel, Google Workspace, or similar technical tools.
- Preferred: Experience creating SOPs, knowledge base articles, or help center documentation.
Responsibilities
- Own complex and escalated customer issues from investigation through resolution, communicating and escalating appropriately.
- Manage, respond to, resolve, and route support tickets through Zendesk in collaboration with Customer Success, Data, Engineering, and Product.
- Manage technical escalations through Jira by working with Engineering and Product to reproduce, investigate, categorize, and validate bugs.
- Develop and execute plans to identify, escalate, and resolve operational challenges.
- Serve as a subject matter expert for product areas, providing technical guidance and support expertise.
- Lead small cross-functional projects by defining milestones, providing direction, and communicating with stakeholders.
- Identify customer issues, operational blockers, and recurring support trends, and translate insights into improvements.
- Identify operational and data-related risks and develop solutions.
- Mentor, coach, and support team members, and lead day-to-day activities when needed.
- Create, maintain, and improve technical documentation, SOPs, knowledge base articles, and support resources.
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