Customer Support, CPC Processor
Datavant
Product Support Specialist
Aleph
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Run the support queue in Pylon: triage, reply, resolve, escalate, and close the loop — maintain tagging hygiene and SLAs.
- Build and maintain the knowledge base: plan information architecture, write crisp how-to articles, and record short clips/gifs.
- Turn tickets into insights: create structured feedback loops for Product/Engineering, file reproducible issues, and help close the loop with customers.
- Measure and report: publish key operating metrics (FRT, TTR, CSAT, deflection, coverage, quality) and recommend monthly experiments to improve.
- Reduce handle time, increase ticket deflection, and set the bar for Aleph’s customer support function at scale.
- Serve as the first dedicated support hire, owning day-to-day queue operations and documentation.
Requirements
- 2+ years of experience in customer support or customer service.
- Support excellence & empathy — calm, clear, solution-oriented; knows when to dig in and when to escalate.
- Strong technical writing skills — concise, structured, and example-driven; comfortable building and maintaining a knowledge base.
- Systems thinker — can design scalable workflows, taxonomies, and macros, and maintain them as they evolve.
- Strong communicator — excellent customer-facing tone; crisp async documentation for internal teams.
- Ownership mentality — proactive, ships daily, closes loops, and treats support systems like products.
- (Nice-to-have) 1+ year in a high-growth startup environment.
- (Nice-to-have) AI-nativeness — uses LLMs to draft, QA, summarize, classify, and propose improvements.
- (Nice-to-have) Exposure to B2B SaaS and/or Finance/FP&A concepts.
- (Nice-to-have) Comfort with lightweight tooling for knowledge bases (markdown, screenshots, Looms/gifs).
- Must be located in the Americas (United States, Canada, LATAM).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical writingworkflow designtaxonomy designmacro maintenancedata analysismetrics reportingticket deflectionproblem resolutionfeedback loop creation
Soft skills
empathysolution-orientedstrong communicationownership mentalityproactivecalm demeanorclear documentationcustomer-facing tonecollaborationadaptability
