Silo

Customer Support

• Serve as the first point of contact for customer inquiries across Silo’s product suite
• Troubleshoot and resolve issues related to ERP workflows (orders, inventory, accounting)
• Payments, billing, and integrations
• Connectivity, system access, and configuration issues
• Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing
• Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context
• Manage all assigned cases in Zendesk, ensuring accurate categorization and prioritization
• Timely updates and clear customer communication
• Collaborate cross-functionally to track bugs, enhancements, and technical investigations
• Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations
• Assist in creating and maintaining troubleshooting guides, knowledge base articles, best-practice documentation for customers and internal teams

Customer Support Specialist

Financial Planning and Analysis

• Manage the month-end close process and ensure all financial data flows accurately between our ERP and external partners.
• Maintain and improve our corporate financial models, including cash flow forecasting and budget vs. actuals (BVA) analysis.
• Track and report on key performance indicators such as ARR, churn, and customer acquisition costs.
• Own the finance tech stack (QuickBooks, Bill.com, Rippling) and ensure scalable, repeatable processes.
• Oversee payroll processing and calculate sales commissions with high precision.
• Prepare internal management reports and assist in the preparation of investor reporting packages.

Customer Support Specialist

Finance Manager