USABuilder - Customer Support Specialist
2 нед. назад
USAOnsite
Specialist role focused on deep product understanding to resolve customer issues impacting revenue motion on a B2B SaaS platform, requiring onsite work in San Francisco.
О компании
- At , we're reimagining the entire revenue stack from the ground up, and we're doing it with speed. We're building software that orchestrates every go-to-market motion, enabling B2B teams to operate faster, smarter, and more collaboratively. By combining automation, intelligence, and a radically intuitive interface, we're helping companies unlock new levels of productivity and growth across marketing, sales, ops, and customer success teams.
- If you're excited about working on a product that reshapes how revenue teams work and being surrounded by curious, driven teammates, you'll feel right at home here. From day one, you'll get real ownership, real mentorship, and real impact. Our team of 100+ builders have over 30 exits under their belt, so you'll be in good company, and working alongside the best!
Обязанности
- When breaks, someone's pipeline stops moving. Our customers run their entire revenue motion on our platform: the leads they source, the sequences they send, the deals they forecast. A sync that fails quietly or a sequence that pauses when it shouldn't is not an inconvenience to them. It is a missed quarter.
- You are the person who catches that. Not by apologizing well, but by understanding the product deeply enough to find the actual cause and get it fixed. That’s real impact.
- We care a lot about building a strong in-person culture, and we’re very much in build mode. We expect the team to be in our SF office five days a week — that’s important to how we operate and scale right now.
- Handle customer queries in our day-to-day support queues, ensuring timely resolution of issues and adherence to SLAs. You’ll own every issue end to end.
- Reproduce reported issues in the product before escalating, and file clean, engineer-ready tickets when you can't resolve them yourself
- Track recurring issues and patterns, ensuring that user insights contribute directly to product development
- Improve operational efficiency by identifying process optimizations and automation.
- Help build the playbooks: macros, triage rules, tagging taxonomy, and escalation paths
Требования
- 1+ years of experience in customer support or user operations within a B2B SaaS or a technology environment.
- Highly ambitious , with a desire to be an early hire at a fast-growing company, with the opportunity to build out and influence a future team.
- Excellent verbal and written communication skills with a keen eye for detail.
- Genuine curiosity about how products work. You read the error, you form a hypothesis before escalating.
- Real ownership instinct. You follow a customer issue to resolution rather than handing it off and moving on
- Comfort with ambiguity and no playbook. When the answer isn't documented, you find it and then document it
Будет плюсом
- Experience with Pylon, Zendesk, Intercom, or a comparable ticketing platform
- Familiarity with Salesforce, HubSpot, or similar CRM/database platforms
- You've used a CRM as an end user and know where they usually break
Условия
- Compensation: A highly competitive base salary and bonus structure, and early-stage equity that aligns your success directly with the company's growth.
- Comprehensive benefits : health, dental, and vision coverage, generous paid time off (PTO), plus additional benefits that support how you work.
- Growth and development : Career advancement paths, dedicated mentorship opportunities, and a strong commitment to investing in your continuous professional development and skill enhancement.
- Dynamic culture : Join a collaborative, innovative, and fast-paced work environment where your direct contributions have a tangible and immediate impact on the product, the sales strategy, and the overall company trajectory.
- Here at , we know the best ideas come from people with different experiences and perspectives. We welcome candidates from all backgrounds and are proud to be an equal opportunity employer. We do not discriminate based on any protected characteristic, and we’re happy to provide accommodations throughout the application process.