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Customer Support Lead (Remote Ok)

Company: Moveworks
Location: Mountain View
Posted on: January 8, 2021

Job Description:

Customer Support LeadWe are looking for a self-starter Support Lead to build out this function and lay the foundation for a first-class support organization. We have a fascinating, albeit complex, product stack with Machine Learning at its core. There's a unique opportunity to cultivate a standard for how SaaS companies support ML products that have built-in learning mechanisms, but also deep integrations into common platforms as well. In short, there will be no lack of learning and this role will be at the crossroads of understanding a complex ML product and conveying how it works to our growing customer base.Today our customers come to us with lots of questions, from how their bot is configured to why the bot behaved a certain way. Support cases vary between educational explanations to complex conversational ML bugs that need to be solved with engineering. We need someone who can both solidify our educational efforts by building external documentation and but also collaborate with product and ML teams to solve complicated technical problems that arise as our product is pushed to its limit in the wild.A Customer Support Lead will build out the foundational processes in the support organization and define paths for customers to self-serve versus need to engage with us. An ideal candidate will be a builder, seeking to learn the current challenges and constantly optimize solutions. As the first hire fully devoted to support, she/he will trailblaze what this function looks like at Moveworks and build out a plan to scale and function.Who we are:Moveworks is redefining how companies support their employees with an AI platform that resolves their problems at work - instantly and autonomously. Included on the prestigious Forbes AI 50 list and named a leader in The Forrester New Wave, Moveworks uses advanced natural language understanding (NLU) to resolve support issues, straight on collaboration hubs like Slack and Microsoft Teams.We're doing this for IT today, and for the entire enterprise in the near future. This is a unique chance to join the team at an early stage as a key player in our growth strategy. If that sounds like fun, we can't wait to start this journey together.What will you do?* Provide daily support to Moveworks customers as they leverage our product to drive efficiencies and evolve their IT support* Help build, scale & lead a successful support team ensuring the best possible user experience* Communicate clearly and simplify highly technical concepts* Troubleshoot issues to identify the root cause of a behavior and next steps to a solution* Partner with Customer Success Engineering to deploy configuration changes to customers as needed* Collaborate with Product and Engineering to resolve customer-reported problems that need engineering solutions* Surface trends and insights into what we're seeing come to support to find long-term solutions* Develop workflows and best practices for handling customer tickets, from how to respond to different types of issues to how to reproduce said issues* Curate the Moveworks Portal with the Content Team to create a knowledge base for customers to better understand our platform* Establish baseline performance and support goals while thinking about how to scale support functionsWhat do you bring to the table?* Bachelor's degree in Information Technology, Computer Science or relevant field* Experience in a customer support role managing incoming support cases* Understanding of engineering frameworks to distinguish between configuration requests versus product limitations* Strong written communication and ability to simplify technical concepts* Experience collaborating with engineering teams to define problem scopes and fast-track solutions* Experience with logging and analytical tools such as LogDNA, Kibana, Splunk, Superset, and Tableau* Skilled at understanding problems and developing solutions, be they process-focused or programmatic in nature* Ability to reproduce, document, and communicate bugs and outages* You are diplomatic, have tact, and are poised under pressure* A voracious appetite to learn and growNice to Haves:* Familiarity with configuration file formats such as XML, JavaScript Object Notation (JSON), YAML* Knowledge of distributed version control systems and workflow (Git is a plus)* Experience with Enterprise IT Platforms (such as Okta, ServiceNow, GSuite or Microsoft Active Directory)* Basic knowledge of Zendesk / Salesforce

Keywords: Moveworks, Mountain View , Customer Support Lead (Remote Ok), Other , Mountain View, California

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