Customer Support Specialist

Steelhead Technologies; Calumet (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Steelhead Technologies in Michigan is seeking a Customer Support Specialist for a full-time, in-person role at our Calumet or Brighton offices. You will provide knowledge and technical support to customers using the Steelhead platform, communicating via email, phone, text, Zoom, and occasionally in person.

You will build trust with customer contacts, train users, drive feature adoption, and proactively identify issues before they become emergencies.

Qualifications

• Strong written and verbal communication.
• Demonstrated work ethic and reliability.
• Ability to work well in a fast-paced, customer-facing role.
• Experience in collaborating across teams.
• Curiosity and eagerness to understand customer needs.
• Background in a customer-facing role is a plus.

Responsibilities

• Answer customer phone calls, emails, text messages, and support tickets promptly, providing knowledge and technical support.
• Build relationships with customer contacts and establish trust at multiple levels within accounts.
• Educate customers on product value and usages, helping identify issues early.
• Drive expansion and adoption of software features and services.
• Monitor and maintain customer account health.
• Collaborate with engineering, sales, and customer outcomes teams to resolve issues.
• Provide clear feedback to the engineering/product team on resolutions.
• Perform other duties as assigned.

Skills

Communication skills

Strong work ethic

Team collaboration

Independent work

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.