Hapana

Support Engineer

• Manage a high volume of Tier 2 support tickets, resolving complex technical issues, escalating where needed and meeting SLA requirements while maintaining accuracy under pressure.
• Serve as the team's subject matter expert on web development concepts including APIs, webhooks and authentication.
• Build deep working knowledge of CRM systems, particularly GoHighLevel.
• Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout resolution.
• Identify opportunities to improve support processes.
• Create knowledge base articles and videos.
• Coordinate support-related data tasks.
• Build strong relationships with CSMs, Development, Product, Onboarding and Sales.
• Validate technical requirements and ensure stakeholders have accurate information.
• Work effectively under pressure, independently and with supervision, across a demanding ticket queue.
• Become the go-to technical expert for complex, escalated support issues.
• Consistently meet SLA and accuracy targets.
• Strengthen the knowledge base and help shape support processes.

Tier 2 Technical Support Agent

Customer Success Manager

• Own the customer relationship from day one as the primary partner and advocate, accountable for relationship health, value realisation, and delivery against assigned OKRs and performance targets.
• Develop and maintain living Success Plans capturing customer goals, operating models, and milestones across adoption, optimisation, expansion, and renewal.
• Establish and execute engagement cadences, including regular touchpoints, portfolio reviews, and standard QBRs.
• Drive adoption of core Hapana workflows across members, payments, scheduling, communications, and reporting.
• Own the customer experience during expansion events such as new location openings, including training, enablement, and adoption outcomes across new sites.
• Inspect customer operations across booking flows, assessments, marketing, payments, and reporting, translating insights into actionable improvements.
• Monitor customer health through usage, sentiment, and engagement signals; escalate risks early while maintaining ownership of resolution.
• Partner with Growth Account Executives to support renewal preparation and ensure accurate renewal signals.
• Maintain complete and accurate CRM records, including notes, tasks, health indicators, and renewal timelines.
• Participate in onsite visits, immersion days, and continuous learning to deepen customer and industry understanding.
• Build trusted partnerships, drive product adoption, improve customer satisfaction and operational outcomes, manage renewals, reduce preventable churn, and achieve OKRs.