Remote Customer Success Ops: Data & Integrations

Lever, Inc.; San Francisco, New York, Boston (CA, NY, MA); Hybrid; USD 27,000 - 35,000; Full time

Benefits offered by this job

Competitive Salary

Remote Work Options

Home Office Set-Up Stipend

Coworking Office Subscription

Health, Dental, and Life Insurance

Open Vacation Policy

Parental Leave

Career Development

Job summary

Traackr is a global SaaS company offering a data-driven influencer marketing platform. This 100% remote role centers on supporting customers and delivering data integrations, with collaboration across Customer Success, operations, and product partners.

You will learn the product deeply to answer tough questions, troubleshoot data issues, and help customers apply insights to reporting and campaigns. Onboarding sessions and ongoing support help ensure success.

Qualifications

• 2-4 years of related experience and a bachelor's degree, or equivalent practical experience.
• Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2.
• Comfortable working with data day to day, including spreadsheets, pivot tables, and sanity-checking data files for accuracy.
• Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or a clear appetite to learn them quickly.
• Working knowledge of SQL, or familiarity with data warehouses such as BigQuery, is a plus.
• Familiarity with support tooling such as Intercom or Zendesk, and with reporting tools such as Tableau, Power BI, or DOMO, is a plus.
• Excellent written and verbal communication, with the ability to explain technical concepts to non-technical audiences across multiple geographies.
• Strong troubleshooting instincts, attention to detail, and the patience to get to the root cause rather than the quick answer.
• Organized across multiple concurrent requests, comfortable asking for direction when priorities compete.

Responsibilities

• Handle L1 support through our support interface, resolving product and account questions quickly and clearly.
• Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners with the detail they need.
• Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working with internal teams to resolve them.
• Support data integration projects for customers from initial request through configuration, testing, and handover, following an established implementation plan.
• Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs.
• Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform.
• Track recurring issues and customer feedback, and share the patterns with product and Customer Success so they inform roadmap and service decisions.
• Maintain support documentation, macros, and internal knowledge resources so the team answers L1 questions consistently.
• Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects.
• Work with customer success operations leadership to improve support workflows, service levels, and reporting, including testing AI tools that reduce manual work.

Skills

SaaS support

Data analysis

SQL basics

Intercom / Zendesk

Communication

Multi-geography support

Education

Bachelor's degree or equivalent

Tools

Intercom

Zendesk

Tableau/Power BI/DOMO

BigQuery

Job description

Traackr is a global SaaS company offering a data-driven influencer marketing platform. This 100% remote role centers on supporting customers and delivering data integrations, with collaboration across Customer Success, operations, and product partners.

You will learn the product deeply to answer tough questions, troubleshoot data issues, and help customers apply insights to reporting and campaigns. Onboarding sessions and ongoing support help ensure success.