What You’ll Be Doing:
We’re looking for a highly motivated and technical individual who is passionate about championing and driving customer product issues from discovery to resolution, in order to improve the product and empower our support team to more effectively and efficiently solve customer issues. You will be collaborating with stakeholders across Product and Support to surface trends and share actionable insights to enhance the customer experience. You’ll work to stay broadly knowledgeable about the entire Grow platform and customer experiences with the platform, and creatively find ways to teach and upskill our Frontline Support team through documentation, presentations, and 1:1 communication – all in an effort to reduce Jira volume, deflect from Engineering, and reduce Resolution time for customers.
In this role you’ll…
- Own and resolve a number of task-oriented issues, escalated to our team from Customer Support.
- Identify and/or verify bugs, and partner with Engineering to fix them.
- Develop deep technical expertise of the Grow platform and features within your assigned product area throughout the Grow tech stack via standardized troubleshooting methodologies / tools and customer use cases.
- Maximize resolution of customer issues by ensuring every issue is triaged efficiently and includes clear, accurate articulation of customer goals and roadblocks, explanation of technical functionality, identification of scope and severity of impact, concise description of suggested solutions.
- Collaborate with peers to discover, synthesize and share product insights with stakeholders in Product, Design, and Engineering in order to build rapport, credibility, and influence, ultimately advocating for product enhancements that improve the customer experience.
- Collaborate with Support Managers, Team Leads, and Enablement to ensure that solutions to common customer pain points as well as troubleshooting and workflow guidance are documented and communicated to customer-facing stakeholders using the most appropriate processes and channels available
You’ll Be a Good Fit If:
- You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication
- You love problem solving; you’re naturally curious, especially about health tech
- You enjoy deep diving into technical issues and utilizing all possible resources until you find an answer/next steps.
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You communicate openly, know how to guide multiple teammates to work together on an issue, and are committed to providing time-sensitive responses
- You have strong interest in working closely in Jira and with Product/Engineering teams
- You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth
- Bonus points if you have basic programming or engineering skills (especially SQL) and/or interest, as well as education / training / certification in a business- or technology-related field, is a plus but not required
If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.
Salary Range: $62,424 - $81,000