Customer Support Specialist

Ivo; San Francisco (CA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Unlimited PTO

Relocation assistance

Office extras

Job summary

A growing customer support company in San Francisco is seeking a Customer Support Specialist. This role involves managing customer support tickets, analyzing support metrics, and inputting in the strategy for building the support function. Ideal candidates will have experience in customer-facing roles and excellent communication skills. The position offers competitive compensation and relocation support.

Qualifications

• 2+ years of experience in customer support or customer-facing roles.
• Experience in the legal industry is a bonus.
• Excited about building a company and working under pressure.

Responsibilities

• Manage and respond to customer support tickets and emails.
• Draft and update knowledge base articles.
• Analyze key metrics for continuous improvement.
• Monitor customer health metrics.

Skills

Customer support experience

Outstanding communication skills

Problem-solving attitude

Resourcefulness

Sense of urgency

Job description

Overview

We’re looking for a Customer Support Specialist to join our team and help build and grow our customer support function. The Customer Support Manager will be responsible for managing our help desk, responding to tickets from customers, analyzing and monitoring customer health through our support analytics and building a comprehensive support and knowledge base for customers.

This role will be our first dedicated customer support role and you will have input into our strategy as we build out this function.

Key responsibilities

• First line of defense and key point of contact for customers via our support system, including by managing, responding to and triaging tickets and emails from customers, liaising with internal teams to manage support requests and escalating issues where appropriate
• Managing our knowledge base and support articles, including drafting and updating articles and sending regular updates to our customer base
• Analyze and report on key metrics to identify key trends and drive continuous improvement in our support system
• Monitor and report on customer health through metrics available in our support systems

Qualifications

• Have 2+ years of experience in customer support or customer-facing roles. Experience in the legal industry is a bonus
• Have outstanding communication skills, both written and verbal
• Have a "do what it takes" attitude. You\'re willing to dive into problems and solve them yourself and you’re excited about working under pressure in a fast-paced environment
• Are excited about the adventure of building a company and want to be part of something early-stage
• Would describe yourself as being relentlessly resourceful
• Have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow
• Are excited about the chance to work five days in office - our team is primarily based in an office in downtown San Francisco and this role requires the successful candidate to work with us in-person 5 days a week in that office.

Compensation and benefits

Base pay range

$80,000.00/yr - $95,000.00/yr

• Competitive Compensation: We offer competitive salary and equity packages. The USD salary range for this role is $80 - $95K (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.
• Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable.
• Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family.
• Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
• Office extras: Generous office space in Downtown San Francisco, with snacks, coffee, a dedicated exercise / work-out space and regular team building events and activities.