AltScore

Support Engineer

• Diagnose, troubleshoot, and resolve customer-reported issues in a timely and efficient manner, ensuring a high level of customer satisfaction.
• Manage the customer support ticketing system, prioritizing and addressing requests based on urgency and complexity.
• Collaborate with internal teams, including engineering and product, to escalate and resolve complex technical issues.
• Assist customers in implementing and integrating our platform with their existing systems, including APIs and third-party tools.
• Write, update, and maintain customer-facing documentation and knowledge base articles to empower self-service.
• Conduct root cause analysis to identify recurring technical issues and propose long-term solutions.
• Monitor and ensure adherence to Service Level Agreements (SLAs) for response and resolution times.
• Provide feedback to product and engineering teams regarding common customer pain points to drive product improvements.
• Stay up to date on product updates and industry best practices to ensure customers are always supported with the most relevant solutions.

Customer Success Manager

• End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals.
• NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies.
• Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges.
• Strategic Insights: Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy.
• Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform.
• Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm.
• Process Scaling: Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.

Customer Success Manager – Enterprise, AR

Marketing

• Event Execution: Own the end-to-end execution of private events, executive roundtables, and high-impact webinars.
• Partner Marketing: Coordinate joint events and content initiatives with strategic partners to expand our reach and authority.
• Content Discipline: Maintain a rigorous content calendar to keep AltScore visible and active on LinkedIn, podcasts, and other high-value industry channels.
• Sales Enablement Assets: Deliver weekly and monthly assets, such as WhatsApp-ready messaging, proof cards, and ready-to-share social posts that SDRs and AEs can use to accelerate deals.
• Content Recycling: Ensure every event, webinar, or initiative is captured and transformed into reusable, evergreen content.
• GTM Collaboration: Work closely with the Sales and Revenue teams to identify friction in the sales cycle and create marketing solutions that make selling easier.
• Brand Reputation: Shift the focus from empty marketing to proof-based marketing, ensuring every piece of content reinforces AltScore’s credibility in the LatAm enterprise sector.

Support Engineer

Customer Success Manager – Enterprise, AR

Marketing Lead – Enterprise, LatAm