About The Role:
In this role, you will be joining the Customer Experience Team as a Customer Support Specialist. You'll spend most of your time interacting directly with customers and ensuring that they have an amazing experience using the Convr platform. Daily tasks include gathering information from users, triaging, diagnosing, and resolving issues reported to Convr. This role will serve as the liaison between Customer Success and Product, serving as the voice of the customer to make our product better. You will be the first dedicated hire for our Customer Support team and will partner with the VP of Customer Experience and other leaders in the organization to solidify, refine, and continuously improve our processes and procedures. This is a great opportunity for an experienced candidate who is looking for an opportunity to make a mark on the organization and develop your skillset.
The most successful candidates:

• Have 3-4 years of experience interacting with new and existing customers and managing customer data
• Have unparalleled dedication to the customer's best interest
• Are natural communicators who adjust their style to match their audience
• Are very comfortable with written communication-our primary support channel is email
• Are skilled at eliciting just enough information to solve the problem
• Are both a creative problem solver and critical thinker
• Have an eye for detail, are natural organizers, and exceptional at time management
• Are familiar with SaaS and enterprise AI software
• Have used Zendesk and Jira, love Zendesk and Jira, feel like their life is incomplete without Zendesk and Jira (just kidding-but we do use Zendesk and Jira, so it's a plus if you're comfortable using them)
• Have knowledge of commercial P&C insurance (not a requirement, but certainly a plus)

Responsibilities:

• Expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
• Responsible for owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
• Create and optimize internal and external support documentation
• Act as a liaison between customers and development, when necessary, to resolve difficult technical issues faced by our customers
• Report on metrics related to customer issues, themes, bug closure rate, SLAs
• Work cross-functionally with Customer Success Managers, Product Managers and Development teams to deliver exceptional service, and ensure we are exceeding customer expectations
• Be a customer-facing representative of Convr and ensure professionalism, actively listening and understanding the needs of our customers, and ensuring a solution-oriented mindset

Working with us means:
You will be joining one of the most exciting companies in AI; your work will make a significant and immediate impact for our customers, our firm, and the industry. Team members at Convr earn a competitive salary and benefit from some amazing perks such as:

• Unlimited PTO
• Flexible work hours
• Health, dental, and vision insurance
• 401(k) & more!