Senior Support Specialist

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, providing hands-on technical support while ensuring an exceptional and accessible experience for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll troubleshoot user issues, communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience.

On a day-to-day, you will:

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
• Investigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed.
• Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.
• Track and document customer interactions to identify common challenges and areas for improvement.
• Work closely with the Product and Engineering teams to escalate complex technical issues, help identify and document bugs, provide clear context.

• 3+ years of hands-on customer support experience in a consumer-facing technology company - a must.
• Experience troubleshooting technical product issues, investigating root causes, and working cross-functionally with Product and Engineering teams.
• Fluency in English both written and spoken.
• Strong written communication skills, with an ability to explain technical concepts clearly and concisely.
• Experience with modern customer support platforms, with hands-on Intercom experience strongly preferred.
• Familiarity with tools such as Mixpanel, Linear, Monday.com, or Asana is a plus.
• A problem-solving mindset with the ability to multi-task. 
• Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).
• Compensation: $65,000–$85,000 per year, depending on experience and qualifications.

Bonus but not a must:

• Experience working with the Deaf and Hard of Hearing community.
• Experience in building automation flows.

Benefits:

😁 Work on a fulfilling, life-changing product (literally)

🗝️ Join as a key player at an early stage and receive generous options

🏖 Unlimited time off and sick days

👯‍♂️ Annual company get-together

🩺 Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits

💸 401(k) plan with company match

About us:

Rylo is the communication engine for people who are Deaf or hard of hearing. Communication belongs to everyone, and we strongly believe that no moment should go missing.

We work alongside the community. We know the barriers, and we're here to tear them down. Our tools are built for individuals and the businesses that serve them.

Rylo is backed by investors who believe in the work we do: General Catalyst, Canaan, Comcast, Vertex, Precursor, Contour, Cardumen, Techstars, and more.