Tbwa Chiat/Day Inc
Senior Technical Customer Support Specialist (San Francisco) San Francisco
Tbwa Chiat/Day Inc, San Francisco, California, United States, 94199
Senior Technical Customer Support Specialist (San Francisco)
About EliseAI:EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.About The Role:
EliseAI’s Customer Support team is the technical point of escalation for all client issues. With a deep understanding of our products, the team supports client questions, triages issues, and escalates bugs and feature requests to our Product and Engineering teams.As Senior Technical Customer Support Specialist, you will act as the voice of our customer when escalating issues to our internal teams. You will be a product subject matter expert and responsible for the oversight of multiple product categories.What You’ll Do:Deeply understand our systems, customers, and how they work best together
Become a subject matter expert in our portfolio of productsUnderstand how our integrations operate and the systems we work withPartner closely with the Client Success Team and our clients to better understand their businesses and the impact issues have on their daily operations
Provide excellent, customer-obsessed support to our clients
Quickly, clearly, and professionally communicate with clients to diagnose issues, reproduce the problem where possible, and provide solutionsProvide empathetic, over-the-top, extra-mile customer service.Advise clients on best practices for configuring and interacting with their AI Assistant.Prioritize your time according to the issue's impact on our clients and the business.
Investigate and document bugs
Investigate issues' root cause and impact using SQL queries, logs, and other data sources.Write highly effective ticket summaries that provide clear descriptions of the issue, attempts to reproduce, the business impact, and other relevant documentation that would provide insight to our Product and Engineering teamsKeep our clients apprised through the ticket experience, providing status updates throughout the ticketing process.
Requirements:3+ years in a Customer Support Specialist or equivalent roleExperience with support software and CRMs (e.g., Zendesk, Salesforce)Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experienceBias towards data-driven decision-making and analytical skillsStrong written and verbal communication skillsExperience in a customer-facing roleThis role will be remote to start. We are currently working to establish a designated office space in San Francisco. Once we have an office space, must be willing to work in person 4-5 days per week.Nice to haves include:Experience building projects using low code / no code tools such as RetoolAdvanced knowledge of Google Sheets or ExcelFamiliarity with DataDog or other similar event-logging softwareFamiliarity with Postman or other API testing toolsFamiliarity with Reporting tools such as TableauWhy JoinGrowth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:Equity in the company in the form of stock optionsMedical, Dental, and Vision premiums covered at 100%Fully paid parental leaveMonthly fitness stipendUnlimited vacation and paid holidaysJob Compensation Range:The salary range for this role is $100,000-140,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Apply for this job#J-18808-Ljbffr
About EliseAI:EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.About The Role:
EliseAI’s Customer Support team is the technical point of escalation for all client issues. With a deep understanding of our products, the team supports client questions, triages issues, and escalates bugs and feature requests to our Product and Engineering teams.As Senior Technical Customer Support Specialist, you will act as the voice of our customer when escalating issues to our internal teams. You will be a product subject matter expert and responsible for the oversight of multiple product categories.What You’ll Do:Deeply understand our systems, customers, and how they work best together
Become a subject matter expert in our portfolio of productsUnderstand how our integrations operate and the systems we work withPartner closely with the Client Success Team and our clients to better understand their businesses and the impact issues have on their daily operations
Provide excellent, customer-obsessed support to our clients
Quickly, clearly, and professionally communicate with clients to diagnose issues, reproduce the problem where possible, and provide solutionsProvide empathetic, over-the-top, extra-mile customer service.Advise clients on best practices for configuring and interacting with their AI Assistant.Prioritize your time according to the issue's impact on our clients and the business.
Investigate and document bugs
Investigate issues' root cause and impact using SQL queries, logs, and other data sources.Write highly effective ticket summaries that provide clear descriptions of the issue, attempts to reproduce, the business impact, and other relevant documentation that would provide insight to our Product and Engineering teamsKeep our clients apprised through the ticket experience, providing status updates throughout the ticketing process.
Requirements:3+ years in a Customer Support Specialist or equivalent roleExperience with support software and CRMs (e.g., Zendesk, Salesforce)Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experienceBias towards data-driven decision-making and analytical skillsStrong written and verbal communication skillsExperience in a customer-facing roleThis role will be remote to start. We are currently working to establish a designated office space in San Francisco. Once we have an office space, must be willing to work in person 4-5 days per week.Nice to haves include:Experience building projects using low code / no code tools such as RetoolAdvanced knowledge of Google Sheets or ExcelFamiliarity with DataDog or other similar event-logging softwareFamiliarity with Postman or other API testing toolsFamiliarity with Reporting tools such as TableauWhy JoinGrowth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:Equity in the company in the form of stock optionsMedical, Dental, and Vision premiums covered at 100%Fully paid parental leaveMonthly fitness stipendUnlimited vacation and paid holidaysJob Compensation Range:The salary range for this role is $100,000-140,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Apply for this job#J-18808-Ljbffr