Customer Support Specialist

Enboarder; Brighton (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Steelhead Technologies is seeking a Customer Support Specialist for our Calumet, MI or Brighton, MI office. You will provide technical support via phone, email, text, Zoom, and in-person interactions, helping customers navigate the Steelhead platform and troubleshoot devices and browsers.

You will build trust with existing customers, educate teams on product value, and drive feature adoption while proactively identifying issues before they escalate.

Qualifications

• Excellent communication, written and verbal.
• Strong work ethic and resilience in fast-paced settings.
• Collaborative mindset with ability to work cross-functionally.
• Capable to work independently when needed.
• Natural curiosity and customer-obsessed mindset.
• Experience in customer-facing roles preferred.

Responsibilities

• Answer calls, emails, texts, and tickets promptly with accurate guidance.
• Build trust and credibility with contacts at multiple levels within accounts.
• Educate customers on product value and drive adoption.
• Proactively identify issues and help prevent escalations.
• Assist in expanding software features and services usage.
• Monitor and maintain overall customer account health.
• Collaborate with engineering, sales, and customer outcomes teams to resolve issues.

Skills

Communication skills

Work ethic

Team player

Independent worker

Curiosity

Customer facing experience

Job description

Steelhead Technologies is on a mission to build the ERP that powers manufacturing. Our cloud-based platform is purpose-built for job shops — the powder coaters, platers, anodizers, heat treaters, and fabricators at the heartbeat of manufacturing. We give shops real-time visibility into their operations, eliminate paper-based inefficiencies, and bring AI to the shop floor through features like automated order entry and intelligent reporting.

Our vision is simple: move manufacturing forward. Everything we build is in service of our north star — shops using Steelhead.

Our Values

• Customer Obsession - Create dream outcomes for customers.
• Relentless Curiosity - Understand from first principles.
• Integrity - Everything we do is built on trust.
• Ownership - Success is not an accident
• Conviction - Whether you think you can, or you think you can’t, you’re right.

About the role

• This is a full time, in person position at our Calumet, MI or Brighton, MI office. Steelhead Customer Support Specialists provide critical knowledge and technical support to all customers using the Steelhead platform. Customer contact occurs via email, phone, text, zoom, and occasionally in-person.
• As a representative of Steelhead, Customer Support Specialists are a crucial point of contact for customers facing technical difficulties, questions on using the Steelhead software, and devices and web browsers used to access the Steelhead platform.
• Customer Support Specialists will engage with existing customers to build trust, provide training, drive adoption of new features, and proactively identify existing issues before they become emergencies.
• This position is flexible and adaptable to the needs of the company; other duties may be assigned.

What you'll do

• Answer customer phone calls, emails, text messages, and support tickets promptly; provide critical knowledge and technical support.
• Build relationships with customer contacts. Generate trust and credibility at multiple levels in existing accounts.
• Educate customers and their teams on the value of our product. Help uncover issues before they become emergencies.
• Proactively engage with customers to drive expansion and adoption of our software features and services.
• Assist in monitoring and maintaining customer account health.
• Work cross-functionality with the engineering, sales, and customer outcomes teams.
• Provide clear communication to the engineering/product team to help assist with issue resolutions.
• Other duties assigned.

Qualifications

• Strong communication skills, both written and verbal.
• Strong work ethic, coachable, motivated, and resilient – thrives in a fast paced, customer facing role.
• Ability to thrive in a collaborative, team environment.
• Ability to thrive independently.
• Curiosity is key, we are a customer obsessed organization.
• Has some background in a previous customer facing role.