Responsibilities
- Serve as a primary contact for customers on operational and data inquiries, partnering with Account Managers to deliver consistent, high-quality service.
- Assist in onboarding by guiding customers through workflow setup, data validation, and readiness checks.
- Communicate findings, issues, and process updates clearly and professionally to customer stakeholders.
- Detect potentially at-risk accounts using data indicators and coordinate with the Customer Success team on preventive measures.
- Examine patterns in support tickets, including response speed, resolution rates, and feedback, to uncover root causes of recurring problems.
- Develop and manage dashboards and reports that track customer support performance and satisfaction metrics.
- Monitor SLA compliance, alert on violations, and suggest improvements to support processes.
- Combine qualitative insights and quantitative data to generate regular updates for internal teams.
- Partner with Product and Engineering teams to highlight common issues and prioritize solutions based on customer impact.
- Improve support processes, documentation, and self-service tools to enhance customer independence.
- Ensure the ticketing system remains accurate, updated, and well-structured.
- Produce and maintain internal guides, FAQs, and customer-facing support materials.
Work Arrangement
Hybrid
Other
- Hybrid work model: role is based in Boston office or LATAM region.
- Fluency in Spanish or Portuguese is a plus due to global customer base.
