Priority Support Specialist  

Customer service is our #1 Core Value, and we want users of all sizes to experience the absolute best support interactions they've ever had. To make that happen our Priority Support Specialists work with our largest users to ensure the support they receive is both contextual to their needs and exceptional.

As a Priority Support Specialist you'll have the opportunity to partner closely with some of our largest users and build an understanding of their business in order to provide white-glove support through email and zoom. You'll work with many teams to both debug issues our users face and represent their needs across the company.

As we scale quickly, you'll also have an opportunity to build processes and workflows that directly impact our ability to provide exceptional support at a growing scale.

The Role:

• Build a deep knowledge of the product to provide contextualized support to strategic Enterprise users.
• Support our sales and success team.
• Work closely with Enterprise users to understand their use of our product, their goals, and their processes.
• Become a trusted advocate for your users internally, representing their needs to key stakeholders.
• Troubleshoot incoming support requests and own their resolution, managing user expectations clearly throughout.
• Optimize team specific documentation and workflows to empower great support experiences at growing scale.
• Partner with our most strategic users across Latin America to provide Premium support services, understand their business and optimize their use of our product.

• WIlling to work US hours
• 3+ years prior experience in a customer support role, preferably with large strategic users.
• A passion for people and genuine desire to solve problems.
• A near perfect attention to detail and ability to see big picture needs.
• Proven ability to break down complex problems into clear and actionable next steps.
• Strong written and verbal communication skills.
• Strong time management skills and an ability to efficiently prioritize.
• Fluency in the Spanish language is a plus
• Flexible schedule with an ability to work UTC-5 hours (Eastern Time Zone).

Desirable:

• Past experience working in Technical Account Management or Customer Success Roles.
• An existing familiarity with our product.