Customer Support Advocate (18 months contract)

As a product expert, you will possess extensive knowledge of Ignition's functionality and capabilities. You'll manage customer communications and issues from the initial contact to resolution, utilizing Intercom for most support interactions, with occasional phone conversations with customers. Collecting customer feedback and influencing product direction will also be a critical part of the role. Identifying issues and collaborating with the development team to escalate bugs, address problems, or obtain missing information is essential. You'll be responsible for developing and improving processes to scale support with the growing business, creating, and maintaining internal and customer-facing documentation such as knowledge base articles. Collaborating closely with Key Account Managers, Retention and Implementation, and Marketing teams is also expected. Your standard schedule will fall within the hours of 10:00 PM – 6:00 AM PH Time, Tuesday through Saturday, with occasional adjustments to support urgent requests or provide coverage when other team members are on leave.