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About the role
Key responsibilities & impact- Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week)
- Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering
- Think and act “customer-first”, collaborating closely with all key parts of FOSSA
- Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system
- Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization
- Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)
Requirements
What you’ll need- 2-5 years experience in supporting a SaaS B2B enterprise product
- Able to work independently
- Able to work flexible hours to accommodate customer needs
- Strong written communication skills, focused crafting clear, empathetic, and explain technical concepts in simple terms.
- Basic programming proficiency in at least one scripting language, proven ability to write and maintain scripts
- Personal core values of: biased toward action, solution-oriented, eager to experiment, play to win
- Startup mindset - take ownership and do what it takes
- Attention to detail - come prepared before engaging with customers, but don’t be afraid to be wrong
Benefits
Comp & perks- Competitive salary and stock options
- Flexible, Unlimited PTO, plenty of time to recharge
- Your choice of work equipment
ATS Keywords
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Hard Skills & Tools
SaaSB2Bscripting languageticket managementAI-powered systemsdocumentationcustomer supporttechnical communication
Soft Skills
customer-first mindsetindependenceflexibilitystrong written communicationempathysolution-orientedownershipattention to detail