Customer Support Specialist

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

Job summary

Steelhead Technologies is seeking a Customer Support Specialist for an in-person role at our Calumet, MI or Brighton, MI offices. You will engage with customers via email, phone, text, Zoom and sometimes in person to provide knowledge and technical support.

You will build trust with existing customers, train users on our ERP platform, drive feature adoption, monitor account health, and collaborate with engineering, sales and outcomes teams to resolve issues and support expansion.

Qualifications

• Strong communication skills, both written and verbal.
• Fast learner with a coachable, motivated attitude.
• Thrives in fast-paced, customer-facing roles.
• Ability to work well in both team settings and independently.
• Curiosity and customer obsession driving proactive service.
• Experience in a customer-facing role preferred.

Responsibilities

• Answer customer calls, emails, texts, and support tickets promptly with accurate knowledge.
• Build relationships and credibility with customer contacts at multiple levels.
• Educate customers on product value and features; identify evolving issues early.
• Proactively drive adoption and expansion of software features.
• Monitor and maintain customer account health.
• Collaborate with engineering, sales, and customer outcomes teams.
• Communicate clearly with product teams to help resolve issues.
• Perform other duties as needed.

Skills

Communication skills

Team collaboration

Independent working

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

• 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.
• 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.