Product Feedback & Quality

• Validate reported customer issues through expected-behavior and initial QA testing before escalation to Engineering.
• Help establish clear criteria and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs.
• Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering.
• Coordinate structured customer feedback and beta-testing activities when appropriate.
• Serve as a senior escalation point for complex customer and technical issues.
• Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness.

Customer Operations

• Centralize appropriate Support and operational activities currently handled at the individual account or CSM level.
• Support complex customer configuration, site/location, user, and account-level operational requests.
• Identify opportunities to transition repetitive customer needs into scalable, centralized, or self-service experiences.
• Help ensure customer-facing teams have the information and resources needed to effectively support new and existing functionality.

Requirements

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role.
• Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment.
• Demonstrated ability to identify operational problems and build scalable processes to solve them.
• Experience supporting complex enterprise customers and navigating high-priority customer escalations.
• Strong technical aptitude and the ability to learn complex SaaS 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-paced startup environment.
• Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms. Our current technical stack includes Zendesk, Jira, and Pendo.
• Experience supporting customers in regulated or complex 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 resident, refugee, or asylee.

Benefits

Our team is passionate about helping people gain in-demand skills that drive economic independence. To do so, we provide purpose-built 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 make our vision a reality. We’re backed by top-tier VC’s who share this mission with us.

Perks:

• Becoming an early, high impact contributor to a growing customer organization
• Working with company leadership and a highly collaborative cross-functional team
• Opportunities for professional development and career growth
• Competitive salary & benefits
• The base salary range for this position is $80,000–$100,000. Compensation within the range will be determined based on the candidate’s relevant experience, skills, and demonstrated ability to take on the scope and responsibilities of the role.
• Remote work initiatives:
• Home office stipend
• L&D program
• Monthly team-building activities

Originally posted on Himalayas