At Nylas, our mission is to empower the world to communicate with context and insight. Our hosted sync platform and APIs enable developers to quickly integrate their apps with email, contacts, and calendar across all providers(including Exchange).

We are changing the way companies and developers innovate with e-mail and messaging. Customers like Pipedrive, Hyundai, and Lever use our cloud messaging APIs to power their products and accelerate their ability to innovate.

Nylas has raised over $30M from Spark Capital, 8VC, Data Collective, Fuel Capital, SV Angel and more. We have offices in San Francisco and New York, and several of us work remotely.

About the Role

As Developer Support Engineer - Support Lead you will play an integral role in elevating our existing frontline support team to help our growing user base implement Nylas APIs with speed and confidence. As the first Support Lead at Nylas, you will help us determine the correct voice and tone for customer interactions and work closely with our Sales team to onboard new customers. You will also work closely with our DSE - Escalations Lead to escalate tough customer issues to that team and onwards to product and Engineering.

As a Support Lead, you will become an expert on Nylas support tools (Zendesk, Honeycomb, Kibana, Retool, and others) and take ownership of their configuration and maintenance. You will be a resource for all frontline support team members, assisting new members to onboard and helping all support agents to get out of the occasional tough jam. Our ideal candidate is an empathetic communicator with strong organization skills and demonstrated leadership experience.

If this sounds like you, please submit your resume AND cover letter below!

Qualifications

• 2+ years in B2B/Enterprise/Saas experience
• Strong written and spoken communication skills
• Experience communicating with technical and non-technical customers
• Strong technical skills including working knowledge of APIs, cURL, Python, MySQL, and preferably some Javascript.

Benefits

• Competitive Pay
• Meaningful Equity
• Medical, Vision, and Dental benefits for you and your family(including One Medical membership)
• 401k, FSA, HSA, Commuter benefits
• $100 Monthly ride-share credit
• $1k yearly Education & Development benefit
• Catered lunch & Unlimited snacks
• Gym membership
• Relocation assistance
• Unlimited vacation(mandatory 2 week consecutive vacation once per year)
• 12 weeks caregiver leave
• Flexible work hours

Responsibilities

• Refine CS Processes and move them into Guru (or some other non-Paper place)
• Train and onboarding new DSEs
• Sales coordination and enablement
• Tracking and reporting on support head count and working with Head of CS to make sure we have adequate coverage
• Coordinating daily ticket review with Escalations Lead
• Organizing and project management support team initiatives
• tracking and reporting on customer satisfaction (CSAT)

Nylas's Customer Success Values

• Empathy - We care about our users and want them to be successful using Nylas
• Alignment - We foster collaboration across all teams at Nylas in order to deliver new solutions and ensure the ongoing reliability of our existing products.
• Curiosity - We understand how customers are using Nylas APIs and what we can do to ease adoption, implementation, and use.
• Gratitude - For every customer who reaches out with feedback there are often many others who don't. The time our customers take to reach out to us about a bug or a product improvement is gift.
• Promptness- We aim to provide prompt and thorough answers to all users and reduce information asymmetry.
• Proactivity - Customer support at Nylas isn't just about being responsive to tickets. Time out of the queue working on other projects is an important part of improving the customer and company experience.