Technical Support Specialist, NYC

| Greater NYC Area

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences– not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As the Technical Support Specialist, you will serve as the bridge between Kustomer and the amazing people who use our product.

You'll be responsible for:

  • Executing day-to-day customer support operations including responding to questions and following up on reported issues.
  • Mastering the Kustomer platform in order to efficiently and effectively manage customer relationships, including reporting on trends, SLAs, and customer satisfaction metrics.
  • Developing client training programs/documentation by identifying common issues.
  • Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values.
  • Strategizing ways to improve our service, streamline our processes, and better serve our customers.
  • Communicating with the larger CX team, as well as Technology, Marketing, and Sales to enhance the customer journey and experience.
  • Escalating technical issues and triage support to other team members where necessary, including creating bug reports with clear steps to reproduce.
  • May involve handling sensitive personal data, using strict global security compliance & practice.

Your qualities:

  • You have demonstrated knowledge and solid understanding of the following languages: JavaScript, JSON, Rest API, HTML, but this does not mean you need to be an engineer.
  • You posses 2-3+ years of professional customer service experience; experience with SaaS companies and startups a plus.
  • Available for 2nd shift and on-call rotation.
  • Familiar with some of the following applications: Jira, Confluence, Google Suite, Slack, Zoom, PostMark, PostMan, & Asana.
  • You’re an excellent communicator who enjoys problem solving and friendly conversation, translating technical concepts across various customer profiles.
  • Positive, self-starter attitude and desire to exceed client expectations.
  • You’re attentive to the little details and you believe people’s experience matters.
  • You drive towards efficiency, thinking on your feet to find creative solutions to requests and directional changes.
  • You like to think about problems holistically, and how decisions impact future actions.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Learn More About Kustomer:


Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

Location

318 W 39th Street, New York, NY 10018

What are Kustomer Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
More Jobs at Kustomer14 open jobs
All Jobs
Finance
Dev + Engineer
Operations
Product
Sales
Sales
new
New York
Product
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Operations
new
New York
Operations
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Finance
new
New York