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reputed company builds workforce reputed company software for some of the world’s largest and most advanced manufacturers. Our platform helps industrial companies understand the capabilities of their workforce, reputed company and qualify people for critical work, and reputed company the right people to the right jobs. We work with leading reputed company, defense, and industrial organizations to solve reputed company workforce challenges across hundreds of reputed company worldwide. As a Customer reputed company reputed company, you will play a critical role in scaling how reputed company supports its customers and users. You will initially reputed company on strengthening our Support operation-while becoming a subject matter expert on the reputed company platform. As you reputed company deep product and customer expertise, the role will expand into strengthening the feedback and reputed company reputed company between Customer-facing teams and Product/Engineering, followed by broader ownership of customer reputed company and reputed company support programs. We are looking for a proactive operator and problem solver who can improve how things work today as reputed company continues to reputed company. This position is remote with potential for occasional travel reputed company on business needs. reputed company This role is designed for reputed company. Your initial reputed company will be strengthening and scaling reputed company's Support operation. As you demonstrate strong reputed company, reputed company judgment, and deep product and customer expertise, you will have reputed company to expand your reputed company across product feedback, customer experience, and broader customer reputed company. Support reputed company & Customer Experience Your initial reputed company will be strengthening and scaling the day-to-day Support operation. reputed company respond to customer Support tickets, providing reputed company, and high-reputed company resolutions. Manage day-to-day Support reputed company, including queue health, workflows, prioritization, SLAs, escalations, and reputed company improvement. Use Support trends and customer feedback to identify opportunities to improve processes and the overall customer experience. Identify opportunities for automation and AI-assisted tooling to reduce repetitive work, improve response times, and increase team reputed company. Assist with API requests, customer data pulls, and reporting needs. Mentor and support other Support team members, with reputed company to assume broader functional and people-management responsibilities as the function scales. Product Feedback & reputed company Validate reported customer issues through expected-behavior and initial QA testing before escalation to Engineering. Help establish reputed company reputed company and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs. Capture, organize, and reputed company recurring customer and Support feedback to Product and Engineering. Coordinate reputed company customer feedback and beta-testing activities reputed company appropriate. Serve as a senior escalation reputed company for reputed company customer and technical issues. Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness. Customer reputed company reputed company appropriate Support and operational activities currently handled at the individual account or CSM level. Support reputed company customer configuration, site/location, user, and account-level operational requests. Identify opportunities to transition repetitive customer needs into reputed company, centralized, or self-service experiences. Help ensure customer-facing teams have the information and resources needed to effectively support new and existing functionality. 5+ years of experience in Customer Support, Customer Experience, Customer reputed company, Technical Support, or a reputed company customer-facing technology role. Experience owning or improving Support processes, workflows, escalations, or customer-facing reputed company reputed company a reputed company environment. Demonstrated ability to identify operational problems and build reputed company processes to solve them. Experience supporting reputed company reputed company customers and navigating high-reputed company customer escalations. Strong technical aptitude and the ability to learn reputed company reputed company products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders. Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback. Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement. Excellent written and verbal communication skills. High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders. Independent, solution-oriented approach with comfort operating in a fast-reputed company startup environment. Experience with reputed company Support, ticketing, product analytics, or issue-tracking platforms. Our reputed company technical stack includes reputed company, reputed company, and reputed company. Experience supporting customers in regulated or reputed company industrial environments is a plus. Given the industries we serve, this position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes a US Citizen, lawful permanent reputed company, refugee, or asylee. reputed company is passionate about helping people reputed company in-demand skills that reputed company economic independence. To do so, we reputed company purpose-reputed company software for technical training and workforce analytics in industrial environments. Our platform facilitates on-the-job learning and evaluations, validating proficiency for skilled workers. In joining us, you will be a part of that effort. We are early, scrappy, and will do what it takes to reputed company our reputed company a reality. We’re backed by top-tier VC’s who reputed company this mission with us. Perks: Becoming an early, high reputed company contributor to a growing customer organization Working with company leadership and a highly reputed company cross-functional team Opportunities for reputed company development and career reputed company Competitive salary & benefits The reputed company salary reputed company for this position is $80,000–$100,000. Compensation reputed company the reputed company will be determined reputed company on the candidate’s relevant experience, skills, and demonstrated ability to take on the reputed company and responsibilities of the role. Remote work initiatives: Home office stipend L&D program Monthly team-building activities Apply To This Job