Customer Support
- Lead support for incoming support requests; implementation, troubleshooting, configuration, integrations, & feature requests
- Assist customers through the onboarding process, ensuring a smooth implementation and post launch success
- Resolve tickets escalated from CSMs and CSAs
- Daily syncs with CS team to review cases and trends
- Work with external vendors/partners to ensure customer satisfaction
- Respond to online reviews via Capterra and G2 on behalf of Bonusly
- File/manage bug reports & feature requests with the engineering team
Internal Team Support
- Provide Sales team and CSMs with real time support throughout the day, equipping them with the most up to date and accurate knowledge of product features, capabilities, and future enhancements
- Supervise a support shift with each non-executive member of the Bonusly team 1:1 quarterly to ensure transparency and awareness of current customer needs, usage, and requests
- Conduct security reviews, identifying opportunities for improvement in security processes, and serving as an escalation point/sanity check for CSMs and CSAs
- Review internal processes, attending external/internal product trainings when available to keep informed of enhancements, and adopting/upgrading tools as needed as our customer base and our offerings evolve to ensure support is operating with optimal efficiency
- Identify potential product/experience enhancements, synthesizing information from multiple sources, and file/manage feature requests to communicate to product/engineering teams
Education and Knowledgebase Management
- Create and update customer facing help center articles on complex product functions and best practices in collaboration with Customer Education team
- Create and update internal support knowledgebase to ensure CS and Sales teams have up-to-date resources
- Maintain up-to-date internal onboarding material and assist in the hiring and training of new CS team members
Programs utilized include: Intercom, G-Suite, Aircall, Slack, Zoom, Canny, Stripe, SendGrid, ExaVault, Gainsight, Asana, Nuclino, Guru, Pivotal Tracker, Clubhouse, Capterra, G2
