ROLE
We’re hiring a customer support lead to ensure our customers are successful at using Canny. As the main point of contact for the majority of our users, you’ll play a key role in our success
RESPONSIBILITIES
- Be the main point of contact for customer support via live chat (US business hours)
- Become intimately familiar with Canny’s product in order to field technical/product-related questions
- Create and maintain articles in our help center
- Create and update support-related videos to be used in live chat, onboarding, and help center
- Work with customer success to identify opportunities to drive conversion, engagement, upsells, and retention
QUALIFICATIONS
- You have 3+ years experience crushing it in a customer-facing role at a technology company (ideally SaaS)
- You have outstanding written and spoken English skills
- Empathy is second nature for you; you enjoy helping people solve their problems
- You can digest and effectively communicate technical concepts across audiences of varying technical ability
- You’re a team player with high level of integrity; you’re productive working remotely
TOOLS
- Intercom (live chat conversations)
- Missive (email + team collaboration)
- Slack (team communication)
COMPENSATION
- Competitive base salary and equity package
- Unlimited sick and vacation days (paid)
- International team offsites (paid)
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