About the company
Our client is a technology company.
The role
Raydar is recruiting for this role on behalf of our client. Serve as the main point of contact for customers, resolving their questions and technical issues across phone, email and chat. Work with account, product and engineering colleagues to escalate problems, and bring customer insight back to the wider team to shape product improvements.
What you'll do
- Diagnose complex customer problems using internal tools and engineering support.
- Coordinate knowledge base articles, issue handling and updates shared with other departments and outside contacts, alongside a senior support colleague.
- Handle customer support requests across phone, email and chat.
- Maintain high customer satisfaction through consistent, quality service.
- Feed customer feedback into product improvement as a key input for the whole team.
- Develop deep working knowledge of the company's platform to help customers get the most from it.
- Grow and learn quickly in a fast-paced startup environment.
Requirements
What we're looking for
- Customer success or account management experience at a B2B technology startup.
- Skill at organizing competing priorities and handling layered issue escalations across a large portfolio of more than 100 accounts.
- Experience turning customer experiences into improvements across product and engineering teams.
- Ability to work on-site five days per week in San Francisco, CA.
Bonus points
- Degree from a top university.
- Background troubleshooting intricate technical issues raised by engineers and other technical users.
Benefits
Compensation and benefits
- Base salary: USD 120,000 to 180,000 per year
- Equity
- Health coverage
- Flexible time off
- Professional development reimbursement
Location and work model
- San Francisco, CA, United States
- On-site, 5 days in-office per week
- Full-time