Spade

Customer Support

• Serve as the primary technical support contact for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
• Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
• Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
• Partner with Account Management and Solutions Engineering teams to ensure they have the metrics, performance data, and context needed to manage customer relationships effectively
• Document troubleshooting processes and resolutions to build institutional knowledge

Product Support Specialist