Customer Operations Associate ( Technical)

As a Customer Operations Associate will play a crucial role in onboarding and supporting our customers on our Operations team. You'll be an expert on our platform and be the primary contact fielding questions from our customers. You’ll serve as a bridge between our customers and our technical teams, ensuring that our clients receive the advanced support and guidance they need to maximize their use of our community platform. You will collaborate with other members of the operations team to provide exceptional service and guidance to our customers focused on technical features and understanding. Your main responsibilities will include:

1. Customer Support and Troubleshooting:

- Serving as a lead support point of contact for our customers, providing assistance and guidance in their use and implementation of our application.
- Responding to customer inquiries and providing technical assistance promptly and effectively.
- Diagnosing and troubleshooting technical issues to identify root causes and deliver effective solutions or communicate with technical teams.
- Collaborating with the development team to resolve complex technical problems and escalations.


2. Product Knowledge and Expertise:

- Mastering the features and functionalities of our platform to become a subject matter expert.
- Staying up-to-date with product updates and improvements to assist customers in leveraging the latest capabilities effectively.
- Assisting in creating and maintaining comprehensive documentation to help customers and internal teams navigate the product's technical aspects.

3. Customer Growth and Success:

- Proactively engaging with customers to understand their needs and business goals.
- Offering strategic guidance and best practices to help customers optimize their use of our platform and achieve their community-building objectives.
- Assisting customers in understanding, identifying, and implementing the Gradual features which will best help them achieve their goals.


4. Training and Onboarding:

- Assisting in customer onboarding and training sessions to ensure a seamless adoption of our platform.
- Conducting webinars and workshops to educate customers on advanced features and functionalities.

5. Analysis, Collaboration and Feedback:

- Collaborating closely with the sales, marketing, and product teams to share customer feedback and insights to drive product enhancements.
- Providing valuable input to continuously improve our customer support processes and deliver an exceptional user experience.
- Building and executing reporting to better understand how customers and users are leveraging the product to help inform product and operational decisions.


Requirements:
- At least 1 year of experience in a customer-facing role for software, preferably in support or success.
- A technical degree is not required, but high familiarity with technical systems, computer science, and software systems is strongly preferred.
- Familiarity with no-code automation systems like Zapier and Integromat and database structures like Airtable, MongoDB, and Retool.
- Strong passion for technology and a quick learner eager to grasp new concepts and technologies swiftly.
- Exceptional problem-solving skills with a keen attention to detail.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
- Prior experience in customer support, technical troubleshooting, or software development is a plus, but not required.
- Proven ability to work independently and as part of a collaborative team in a fast-paced environment.
- Empathetic and customer-centric approach to delivering support and building long-lasting customer relationships.
- Ability to share on-call customer support rotations during critical customer activities and events along with other members of the team potentially outside of general business hours.



**To apply, please send your resume via email to Elvin at ---------- with the subject line "Re: Customer Operations Associate ( Technical)"**