Bring working knowledge of customer success and account management into Customer Success Operations.
Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage KPIs.
Partner with cross-functional teams on large and complex projects to support program delivery.
AlphaSense provides AI-driven market intelligence and search for the world's most sophisticated companies. With over 2,000 employees globally and headquarters in New York City, the company fosters a culture of innovation and diversity.
Handle Level 2 escalations from support teams, resolving complex seller issues with data analysis in spreadsheets and internal tools.
Train and onboard sellers on platform features, proactively monitor for errors, and advocate for product improvements.
Maintain expert knowledge of seller tools, create documentation, and mentor Level 1 associates to reduce friction.
Max Retail is a cutting-edge technology platform that helps independent retailers sell excess inventory online. The company has a startup culture, emphasizing bias to action and strong documentation habits.
Act as first-line support via chat, resolving product issues with empathy and efficiency.
Document bugs, analyze logs, and collaborate with engineering for resolution.
Own the knowledge base, create help center articles, and support new feature releases.
Secfix automates security compliance in Europe, helping companies achieve ISO 27001, GDPR, TISAX, and SOC 2 quickly. The 100% remote team has hubs in Munich, Berlin, and London, and is backed by top VCs including Octopus Ventures.
Own support tickets from first response through confirmed resolution, debugging independently across system state and API logs.
Surface recurring failure patterns and drive permanent fixes, partnering with Engineering and Product.
Contribute to the knowledge base and use AI-assisted workflows to resolve issues efficiently.
Lithic is a modern card issuing and processing platform that powers 100+ fintech firms by providing developer-friendly APIs and direct network connections. With a team of 170+ employees across 26 states and 7 countries, headquartered in NYC, we foster a culture of innovation and ownership, backed by top investors like Bessemer and Index Ventures.
Investigate and troubleshoot advanced API and platform integration issues.
Provide clear technical guidance to customers and partners for successful resolutions.
Collaborate with engineering and product teams to drive timely issue resolution.
A fast-growing technology company providing innovative payment and financial solutions to businesses worldwide. They foster a collaborative, high-impact environment with a focus on customer success and continuous improvement.
Serve as the primary point of contact for new SMB customers during their implementation phase.
Guide customers through hardware/software setup and system training for successful onboarding.
Collaborate with cross-functional teams to resolve issues and deliver exceptional customer service.
Motive provides a platform that helps physical operations teams manage safety, operations, and finance, with AI-driven tools. The company serves nearly 100,000 customers across various industries, from Fortune 500 enterprises to small businesses.
Receive and record incident information, troubleshoot, and resolve moderately complex customer problems.
Use tools like Wireshark, SQL, and web technologies to analyze and resolve issues.
Maintain customer relationships, communicate effectively, and contribute to the knowledge base.
Transact+CBORD is a leader in innovative payment, mobile credential, and commerce solutions for connected campuses. They partner with over 1,750 higher education and health institutions and foster a culture of integrity, respect, and continuous personal development.
Own and continuously improve the CX quality framework across customer support interactions, ensuring consistent evaluation standards and actionable feedback loops.
Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and opportunities to improve the customer experience.
Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, using insights to prioritize improvements and measure impact.
Eneba is building an open, safe, and sustainable marketplace for gamers, serving close to 20 million active users. We are a fast-growing international team that values data-driven decision making and continuous improvement.
Investigate technical issues by analyzing customer reports, identifying root causes, and resolving them directly or coordinating with Engineering.
Automate repetitive processes using AI and Claude Code to improve team efficiency.
Collaborate across teams, serving as the bridge between Customer Success and Engineering to ensure clear communication and fast resolution.
Sibill is redesigning the financial operating system for Italian SMEs and accountants, unifying invoicing, payments, treasury, and accounting. They are a fast-growing startup backed by top international investors, with a collaborative and autonomous culture.