Customer Support Specialist

Steelhead Technologies Inc.; Brighton, Northern (MI, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Steelhead Technologies is seeking a Customer Support Specialist to assist manufacturing customers in utilizing our cloud-based ERP platform. You will answer inquiries through email, phone, text, and video, providing critical knowledge and technical support to ensure smooth operations.

As a member of the team, you will build trust with customer contacts at various levels, educate users on feature value, and proactively identify issues before they escalate, helping drive adoption and expansion of

Qualifications

• Proven ability to communicate clearly in written and verbal form.
• Motivated, coachable, resilient in a fast-paced customer-facing role.
• Thrives in collaborative and independent work environments.
• Background in a customer-facing role is preferred.
• Curiosity and a customer-first mindset.
• Experience using email, phone, chat, or video to support customers.

Responsibilities

• Answer customer inquiries via email, phone, text, tickets; provide knowledge and technical support.
• Build trust and credibility with customer contacts at multiple levels.
• Educate customers on product value and adoption of features.
• Proactively engage to drive expansion and adoption of software.
• Monitor account health and collaborate with engineering, sales, and outcomes teams.
• Communicate clearly with engineering/product teams to aid issue resolution.
• Other duties as assigned.

Skills

Communication skills

Work ethic

Team collaboration

Independent work

Customer obsession

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.

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.
• 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.