Responsibilities
- Provide exceptional first-line support, ensuring fast resolution of customer issues while maintaining high satisfaction scores.
- Troubleshoot technical problems with our engineering team, working with APIs, integrations, and complex workflows to diagnose and resolve issues.
- Document and escalate bugs to our engineering team, collaborating closely until resolution and ensuring customers stay informed throughout the process.
- Build and maintain our support infrastructure, including help documentation, troubleshooting guides, and self-service resources to help customers find answers quickly.
- Act as the voice of the customer internally, collecting feedback and working with product and engineering teams to influence our roadmap and improve user experience.
- Develop support processes and metrics to help us scale effectively, including SLA management, response time optimization, and satisfaction tracking.
Requirements
- 3+ years of technical support experience at a B2B SaaS company, with a track record of solving complex customer issues.
- Customer-first mindset with high empathy and patience, you thrive on helping users understand our product and get more value from Clarify.
- Strong technical aptitude with experience in troubleshooting APIs, integrations, and technical product issues.
- A self-starter who thrives in a fast-moving, high-ownership environment.
- Strong communicator and relationship builder with a customer-first mindset.
- Passionate about AI, automation, and improving sales/customer workflows.
Nice to Have
- Familiarity with CRM tools, AI products, or sales automation software.
- Experience working within an early-stage startup.
