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documentation customer support analytics saas digital marketing📋 Description
- Act as primary contact for customer inquiries via email, screenshares, and video calls.
- Handle complex, high-context customer issues needing investigation and cross-team coordination.
- Work directly with customers to troubleshoot setup, data health issues, and product questions.
- Identify educational gaps in understanding the platform and close gaps through documentation, onboarding, or clearer explanations.
- Collaborate with Customer Success, Product, and Engineering; escalate issues with clear context.
- Proactively recommend and implement improvements to support workflows, documentation, tooling, or handoffs.
🎯 Requirements
- 3+ years in Customer Support, Technical Support, or Customer Success
- Experience supporting SaaS products
- Background or working knowledge of digital marketing, analytics, or marketing technology
- Experience with customers in a fast-paced, high-touch environment
- Excellent written and verbal communication, adaptable for technical and non-technical audiences
- Ability to explain complex concepts in clear language
🎁 Benefits
- Equity package
- Comprehensive healthcare benefits (medical, dental, and vision)
- 401(k) plan
- Flexible PTO, holidays, and parental leave
- $500 work-from-home stipend
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