Legal Marketing and Case Support Specialist
Job Duck
Customer Support Manager
Kadence
full-time
Posted on:
Location: Utah • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SaltStack
About the role
- Email Monitoring – Monitor support inboxes for customer feedback, product questions, and troubleshooting requests. Ensure timely, accurate, and professional responses.
- Customer Communication – Answer incoming calls, providing assistance and resolving issues courteously and effectively.
- Bug Ticket Creation – Create detailed bug reports in JIRA based on customer issues, collaborate with engineering on priorities, and communicate clear timelines to customers.
- Professional Services Coordination – Work closely with the design team on service requests, ensuring customer requirements are captured and delivered accurately.
- Support Documentation – Assist in creating and updating customer support documentation to keep it current and easy to understand.
- Escalation Management – Serve as the liaison for high-priority or at-risk accounts, ensuring timely resolution and follow-up.
- Support Process Optimization –Suggest and implement improvements to ticket handling workflows, SLAs, and escalation paths.
- Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation in tools like Zendesk, HubSpot, or Intercom.
- Product Feedback Collection – Log recurring customer suggestions or frustrations, prioritizing them for the product team.
Requirements
- Proficiency with Google Workspace and Microsoft Office.
- Experience using CRMs such as Front, HubSpot, or Zendesk.
- Familiarity with JIRA or similar ticketing tools.
- Previous customer-facing experience (e.g., retail, customer service, technical support).
- Understanding of Single Sign-On (SSO) and Identity Services/Active Directory a plus.
- Excellent communication and interpersonal skills.
- Strong organizational skills and attention to detail.
- Self-motivated, proactive, and able to work independently as well as in a team.
