Skimmer

Customer Support

• Deliver friendly, knowledgeable phone, email, and chat support to our customers
• Guide customers through product features, troubleshooting, and best practices
• Collaborate cross-functionally with Product, Success, and Engineering to surface feedback and resolve issues
• Build trust through genuine empathy, clear communication, and a touch of humor (we like to have fun while we work!)
• Become a Skimmer expert — not just knowing how the product works, but why it matters to the pros who depend on it

Bilingual Customer Support – Spanish/English

Full-stack Engineer

• Own the Skimmer Public API
• Manage reliability and cost of the existing REST public API
• Add new end points and enhance existing API
• Own integration with tools like Zapier or other generic integration engines
• Manage web hooks for reliability and scalability
• Own New Third Party Integrations
• Design and manage integrations with 3rd party tools like accounting systems, purchasing partners, etc
• Select middleware products that balance speed to market with cost and performance
• Respond to escalations from support where appropriate
• Some fin-tech integrations will remain with their existing teams
• Support Integration Projects
• Work with other development teams to execute projects where the integration has implications for existing systems
• In some cases, your team will modify the existing systems and in some cases you will partner with other teams
• Own procurement integrations as an initial priority to enable customers to purchase inside the Skimmer system.

Senior Software Engineer – Integrations

Customer Success Manager

• Guide new customers through our onboarding process, ensuring a smooth transition to Skimmer’s platform.
• Educate customers on Skimmer’s features and best practices to drive usage, adoption and expansion.
• Promote the benefits of integrated payment solutions and other advanced features to improve customer success.
• Monitor customer health metrics to identify risks and churn threats
• Proactively address challenges to ensure customer retention and satisfaction
• Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements.
• Partner with Sales, Product, and Support teams to provide a seamless customer experience.
• Share insights and strategies to improve processes and deliver value to customers

Onboarding Specialist

• Own the complete onboarding journey for new customers
• Design and execute scalable onboarding processes that drive rapid software adoption
• Conduct personalized onboarding sessions, training calls, and product demonstrations
• Create customized success plans for each customer based on their business needs
• Monitor customer progress and proactively address barriers to adoption
• Ensure customers achieve key activation milestones within their first 30 days
• Serve as the primary point of contact for new customers during their critical first month
• Build strong, trust-based relationships with pool service professionals
• Provide exceptional customer service and technical support throughout the onboarding process
• Communicate regularly with customers via phone, email, video calls, and in-app messaging
• Gather customer feedback and relay insights to product and engineering teams
• Continuously improve onboarding processes to maximize efficiency and customer outcomes
• Develop and maintain onboarding resources, templates, and documentation
• Create scalable training materials and self-service resources
• Track and analyze onboarding metrics to identify areas for improvement
• Collaborate with cross-functional teams to enhance the customer experience
• Drive customer activation and ensure customers realize value quickly
• Identify at-risk customers and implement retention strategies
• Facilitate smooth handoffs to the ongoing customer success team
• Maintain detailed customer records and progress tracking in CRM systems

Customer Onboarding Manager

Revenue Operations

• Skimmer is a hyper-growth vertical SaaS company focused on the spa and pool service industry.
• Centralize reporting & data governance: Support reporting centralization (Power BI, Sigma, HubSpot); build/enforce data dictionary; establish weekly QA/reconciliations; ship role-based operational GTM funnel reporting; provide rapid ad-hoc analysis and visuals.
• Funnel, marketing & growth analytics: Instrument leading/lagging indicators across GTM funnel; report on traffic to lead, segmentation & attribution; support weekly GTM reviews; maintain win/loss analysis.
• Payments, post-sales & retention analytics: Analyze product/pricing/packaging; identify upsell triggers; report on support KPIs; deep-dive payments attach/adoption and link to retention/expansion.
• GTM planning & decision support: Reporting for territory design, capacity planning, quota setting; support market research (TAM/SAM/ICP) for expansion strategy.

Bilingual Customer Support – Spanish/English

Senior Software Engineer – Integrations

Customer Success Manager

Customer Onboarding Manager

Senior Revenue Operations Analyst