Serve as the first point of contact for clients, resolving issues and answering questions with care and efficiency. Oversee the support queue, ensuring timely responses, and coordinate across teams in order to deliver a best-in-class support experience. The ideal candidate is technically savvy, organized, and an excellent communicator who thrives in a fast-paced environment and remains calm under pressure.
As a Senior Customer Success Manager at Arkose Labs, you'll own strategic relationships with our top customers, driving adoption, retention, and growth by delivering technical guidance and business value. You’ll lead discovery conversations, guide solution implementation, and act as a trusted advisor—balancing deep technical understanding with strong executive presence. You’ll play a critical role in aligning customer goals with Arkose Labs' solutions while managing expectations, influencing outcomes, and ensuring long-term success.
Troubleshoot and support all customers via phone, email or chat with website questions/issues. Perform data entry, setup of web sites and proof site content. Research and register URL’s, scan, create, and load artwork, logos and custom images from variety of sources. Assist with basic search engine optimization, marketing through social media, online marketing and branding. Assist with daily departmental operations as required.
Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses. Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner. Contribute to internal and external knowledge base support documentation to drive best practices.
Use your technical expertise and customer service skills to resolve questions and issues for online merchants. Communicate clearly in writing to both technical and non-technical people. Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary. Occasional outbound phone calls with customers when the issue requires quick context gathering.
Respond to client inquiries and technical issues via email, ticketing systems, and occasional video calls. Investigate issues by reviewing API logs and user actions, escalating more complex cases to senior team members or engineering. Document common issues and resolutions in internal knowledge bases and contribute to client-facing FAQs or support articles.
As a key member of the Support Team, you'll resolve complex technical challenges and provide expert guidance to valued clients in a fast-paced environment. You will report to the Senior Customer Support Manager and will contribute directly to Vimeo’s Sales Assisted Support efforts specializing in the video product area. You will also provide high level support to Sales Assisted customers, handling inquiries via tickets, phone calls, and messaging platforms.
The Technical Support team is responsible for educating and empowering Swapcard customers on a global level, guiding them through conversations to ensure they get the most value out of Swapcard's product; the right fit is for everyone who loves autonomous problem-solving and troubleshooting to empower customers’ to reach their objectives and maximize their experience.
Assist the internal support team with technical product and service requests from customers. This role requires Web Design competency, executing technical website requests, recommending solutions and guiding internal teams through features and functionalities. Knowledgeable with the latest web standards, a keen eye for tasteful design and able to work with data sets is required.