Customer Support Specialist in Swooped

About Our ClientWe are taking on the $50B+TAM space to revolutionize the way businesses handle spend management. Our co-founders initiated the company to address the challenges companies face in using outdated 20-year-old software to manage hundreds of millions of dollars in spend annually. We developed a world-class solution to bring a consumer-grade user experience to B2B purchasing. And, we’re just getting started.We are a rapidly growing company that has contributed to the scale of category-defining companies such as Airbnb, Facebook, Salesforce, Apple, Quora, Pinterest, and Square. With significant funding from YC Continuity, CRV, and Tiger Global, we are valued at $1.5 billion in just 3 years. In today's economic climate, the value we offer to our customers is more critical than ever and our business is accelerating. We are growing quickly and need your help!About The RoleWe're seeking a Support teammate to join our rapidly growing team. You will be responsible for supporting our customers, providing expert-level technical knowledge to resolve customer issues, and offering guidance on the advanced usage of the product. Your responsibilities will range from addressing basic customer questions to conducting in-depth analyses of customer workflows to resolve issues. You will work closely with Engineering to ensure end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.With every business needing our type of product, you will work with various new clients and industries as our company scales. We’re working with exciting customers, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.You WillBecome a subject matter expert on all things related to the company, with deep product knowledgeWork with engineering to troubleshoot and resolve customer issuesServe as the face of our company to our customers and their suppliersUse internal tools to investigate data and customer configurationsCollaborate with Product, representing the voice of the customer to help drive the Product RoadmapCollaborate with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectivelyLeverage broad product expertise and understanding of our customer base to increase product adoptionAct as a product-matter expert to support cross-functional teamsProactively identify opportunities to improve how we work, both in Customer Support and overall at our companyUtilize a Support Tool (Intercom), to deliver on best-in-class SLAQualifications2-4 years in a customer-facing roleExcellent verbal and written communication skillsA genuine passion for working with customersDemonstrated ability to quickly learn complex technologies and softwareGrowth mindset – an eagerness to learn, and approach change with optimism and resilienceWillingness to contribute at an early-stage companyDemonstrated ownership over problems, and ability to deliver for a customer, even when the going gets toughAbility to work in PST time zoneNice to HavesExperience with modern support software (Intercom/Zendesk)Experience with operational automation software (Zapier)Salary Range50,000-$75,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.Perks & BenefitsAt our company, we’re committed to providing our employees with everything they need to do their best work.📈 Start-up equity🦷 Full health, vision & dental coverage🚠 Team building events & happy hours🌴 Flexible PTO💻 Apple equipment plus home office budget💸 401k plan Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Обслуживание и поддержка клиентов, Административная деятельность и Коммерческая деятельность Отрасли Компьютерная и сетевая безопасность и Технологии, информационные средства и аудиовизуальная продукция