Senior Customer Support Associate
Laurel
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $85,000 - $95,000 per year
Job Level
About the role
- Becoming an expert on the Laurel product.
- Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during core US business hours (9am–6pm ET).
- Doing first-line technical troubleshooting and problem-solving to resolve customer issues.
- Thoroughly documenting technical problems that users are encountering, and escalating them internally as needed.
- Educating customers about our product.
- Independently staying up-to-date on product changes.
- Thoroughly understanding customers’ needs and preferences, and articulating these internally on an as-needed basis.
- Owning strategic projects in Customer Support, including Help Center articles, internal documentation, and support operations initiatives.
- Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product.
- Collaborating cross-functionally with Customer Success, Product, and Engineering to drive resolution of recurring customer issues.
Requirements
- 3+ years of experience providing customer support in a SaaS or software environment
- Ability to work 9am–6pm Eastern Time
- Superior written communication skills – you are an excellent “explainer.”
- Superior problem-solving skills and can think systematically about how software works.
- Proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved.
- Proven track record of working efficiently and setting appropriate priorities independently in a high-volume environment.
- Demonstrated success driving results outside of the queue – you write excellent documentation, have experience improving support operations, and take initiative on projects that raise the bar for the team.
- Proven track record of building strong working relationships with colleagues in a remote, distributed environment.
- Comfortable in a low-context, fast-moving environment.
- Self-starter who requires minimal supervision.
Benefits
- Great employee benefits, including equity and 401K
- Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team
- Health and wellness programs
- Paid time off
- Retirement planning options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingproblem-solvingdocumentationcustomer supportSaaSsupport operationsHelp Center articlescustomer satisfactionprocess improvementproject management
Soft Skills
written communicationsystematic thinkingrelationship buildinginitiativeself-starterindependenceprioritizationcollaborationadaptabilitycustomer education