Helm believes that a more equitable world will be built by people with organizing superpowers. To achieve this vision, we are building one seamless and intuitive platform that integrates data, tools, and experiences to give anyone those superpowers. We are designing and executing experiments to better understand human civic behavior, determine which interventions drive impact, and scale them toward a more participatory democracy. Our customers are organizations engaged in political and social advocacy that drive big change over the long-term using a portfolio of strategies on a multi-partisan basis. Most importantly, our customers believe that people organizing in their communities are the ultimate agents of durable change.

Issue advocates and organizers are our inspiration. Building with and for them is our mission. We are assembling a team that shares values with, learns alongside, and stands with the people who are doing the work to change the nation. So if you're highly motivated, super passionate about democracy, and want to join a team that is looking to build great things together, Helm may be for you. Helm is a remote-first company.

Our Technical Customer Success Specialist is central to building trusted advisor relationships with our customers and ensuring they are set up for success in achieving their advocacy and impact goals through our SaaS platform. Reporting to the Support Manager, this individual will support our growing customer base by blending their technical and customer service skills to guide customers through challenges escalated by Tier 1 support that are preventing them from getting work done and help them get the most out of our platform.

What you’ll be doing:

  • Demonstrate flexibility in troubleshooting issues and resolving unexpected application behavior via tickets, phone calls, screenshares, emails, and video meetings.
  • Become the voice of the customer, helping Helm’s agile teams (Pods) identify, prioritize, track, and drive resolution on escalated customer issues.
  • Partner with tier 1 support to take on escalated tickets and tier 3 support to escalate an issue further; partner with the Pods to create, prioritize, and manage bugs across multiple platforms.
  • Identify workarounds to platform issues and explain them to customers and account managers.
  • Partner cross-departmentally with the Product and Account Management Teams to identify customer risks, error trends, and training/documentation opportunities.
  • Respond to customer support requests and escalations on a rotational schedule which includes occasional after hours coverage and holidays.
  • Document all touch points with customers to create accurate and concise communication records.
  • Continually research and learn the current and future best practices of using Helm’s platform and products tools.
  • Build relationships and empathize with customers through mutual trust and understanding; no issue is too small for you to provide the highest level of care and attention.
  • Contribute to the team’s internal processes by suggesting new ideas, documenting best practices, and sharing that knowledge within the department.
  • Creates internal and external documentation, such as runbooks and learning center articles. 

Skills you should have:

  • 3+ years experience in a customer/product/software support role with a passion for delivering exceptional customer service 
  • Curiosity and a learning mindset to work effectively and maintain high morale in a team environment
  • Organized, self-motivated, and able to meet deadlines
  • Tenacity, patience, and intellectual curiosity with the ability to remain calm and efficient during high-pressure situations
  • Familiarity with SQL, willingness to learn, and/or prior programming experience
  • Demonstrated troubleshooting abilities and a high degree of technical aptitude, accuracy, and efficiency 
  • Excellent written and verbal communication and facilitation skills with the ability to communicate at all levels of an organization

Skills you could have:

  • 2+ years’ experience in a SaaS/software support environment
  • Experience with Zendesk and the Atlassian suite

We know that the best candidates don't often check every box. Even if you don't meet every requirement above, please don’t hesitate to apply if you are up for the challenge of growing professionally and developing your skill set. We’d love to hear from you!

What We Offer:

Leadership Development, Coaching & Mentoring: We provide our teammates with leadership development and support, in addition to the training needed to continue honing your skillset.

Room for Growth: As you develop your skills with us, you will have the opportunity to advance within our organization.

Company Values and Vision: We recognize our people are our greatest asset. Transparency at all levels of communication help our company to promote a learning culture.  We embrace our values to move together with purpose, drawing from our diverse backgrounds and experiences to create a safe and constructive space where employees can experiment, learn, and create meaningful change.

Diversity + Inclusion:

At Helm, the values of inclusion, diversity, and equality are paramount and a vital part of the core fabric Helm was built upon. All employment decisions are based upon our business needs, essential functions and requirements of the role, individual qualifications, and merit. We provide equal employment opportunities (EEO) and do not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws.

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Technical Customer Success Specialist