Customer Service Operations Lead
GRAIL
Customer Support Specialist
Artera
full-time
Posted on:
Location Type: Hybrid
Location: Santa Barbara • California • 🇺🇸 United States
Visit company websiteSalary
💰 $66,000 - $84,000 per year
Job Level
JuniorMid-Level
Tech Stack
CloudSQL
About the role
- Become a Product Expert: Quickly master our SaaS platform and a suite of internal troubleshooting and business analytics tools to accurately diagnose, resolve, and articulate solutions for complex technical challenges.
- Own the Solution: Manage and drive to completion a queue of customer support items, focusing on root-cause analysis and clear, concise documentation of every resolution.
- The Voice of the Customer: Serve as a critical feedback loop to our Customer Success, Product and Engineering teams, providing direct, data-informed insights on product performance.
- Strategic Escalation: Know when and how to strategically hand off critical, unresolved issues to specialized internal teams, including software engineers and customer success leaders, ensuring a seamless experience for the customer.
- Process Innovator: Actively identify gaps and propose improvements for our customer support processes, tools, and technologies to increase team efficiency and customer satisfaction.
- Documentation & Knowledge Sharing: Collaborate with the Customer Success team to create and maintain high-quality knowledge base articles and documentation that clearly explain key product functionality for both internal and external use.
- Master of Prioritization: Expertly prioritize and manage multiple concurrent complex cases, ensuring that urgent issues are resolved quickly while maintaining progress on ongoing projects.
Requirements
- 2+ Years of Experience: Proven track record with 2 or more years of experience in a customer-facing support role (e.g., Customer Support, Technical Support, or Customer Success), preferably within a cloud-based SaaS or IT environment.
- Technical Troubleshooting: Demonstrated ability to perform robust technical troubleshooting across various domains, including browser/web-based applications, database concepts (SQL knowledge is a plus), and telecommunication technologies.
- Customer-Centric Background: A genuine passion for delivering exceptional service and prioritizing the customer experience in every interaction.
- Ticketing System Proficiency: Hands-on experience using a major ticketing system (e.g., Salesforce Service Cloud, Jira, Zendesk) to manage, track, and resolve support cases.
- Organizational Excellence: Strong attention to detail, highly organized, and an ability to multitask effectively while managing a high volume of complex items simultaneously.
- Availability: Able to work during standard business hours, Monday through Friday, 8:00 AM – 5:00 PM PDT.
Benefits
- Full health benefits (medical, dental, and vision)
- Flexible spending accounts
- Company paid life insurance
- Company paid short-term & long-term disability
- Company equity
- Voluntary benefits
- 401(k)
- Company holidays
- Winter & Summer break
- Flexible time off
- Employee Resource Groups (ERGs)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingSQLroot-cause analysisdocumentationknowledge base creationprocess improvementcustomer supporttechnical supportcloud-based SaaStelecommunication technologies
Soft skills
customer-centricattention to detailorganizational skillsmultitaskingcommunicationprioritizationproblem-solvingcollaborationfeedback provisionservice orientation
