Remote
Posted 4 days ago
OVERVIEW 
Our goal is to exceed expectations through not only our next-generation product, but through our amazing service as well. Our Customer Support team is integral to building great relationships with our partners so that we can continue to strengthen our brand and build our business. 

The Customer Support Escalations Specialist is responsible for assisting with advanced support issues through chat, email, and occasionally video. A 15Five product expert, you have experience troubleshooting most aspects of our product line. You’ll be responsible for logging and communicating bugs, using JIRA, and working closely with the Dev team. Externally, you will be available as a support point of contact to build trust among VIP customers. In addition to your hands-on tasks, you’ll serve as a mentor for Tier 1 support specialists, helping them to resolve difficult issues and building their skill sets as they strive to become their best selves. 
WHAT YOU’LL DO
  • Technical Troubleshooting
  • Handle Tier 2 support issues via chat, email, and video
  • Handle Tier 1 support issues as needed via Service Cloud
  • Troubleshoot 15Five issues via DjangoReport and communicate bugs via Jira
  • Continuously meet team response time, quality score and CSAT SLAsQuickly escalate issues for priority customers with tact

  • Technical Writing
  • Identify technical documentation needs of end usersCreate internal training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
  • Organize and edit supporting documents for various product functions in Zendesk KB and GuruSelect appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)

  • VIP Technical Support
  • Aid in technical configuration and customization for VIP customers
  • Develop relationships with key customer stakeholders internally and externally, to maximize satisfaction and retention levels
  • Occasional phone/video calls with VIP customers to troubleshoot issues live
WHAT YOU’LL BRING
  • 2+ years of experience in customer support, specifically SaaS
  • Remote-work experience
  • Experience mentoring Tier 1 support specialists 
  • Experience training customers on 15Five product
  • Proficiency with Service Cloud, Guru, JIRA, Django
  • Strong writing skills with customers and  technical documentation
  • Able to set up and troubleshoot app integrations such as SSO and SCIM
  • Able to work with Engineering  to resolve and communicate bugs 
  • Able to work with Customer Success Managers and Implementation Managers to prioritize issues
WHO YOU ARE
  • Strong collaborator that prioritizes building trusting relationships with key stakeholders
  • Passionate about being extraordinary in both your work life and personal life
  • Have a strong reputation for accountability and reliability
  • Effectively articulate ideas and strategy
  • Able to easily switch between strategic and tactical thinking
  • Comfortable in a fluid environment with a high tolerance for ambiguity and change
  • Growth-minded and open to coaching and mentorship
  • Open to vulnerability
  • Curious and committed to innovation, continuous learning, and growth 
  • Self-motivated, self-responsible, and self-accountable
DESIRED IMPACT BY 3 MONTHS
  • Answer Tier 2 tickets with an average of a level 6 competency on a 1-10 scale
  • Write at least 1 technical troubleshooting document for Tier 2 internal KB
DESIRED IMPACT BY 6 MONTHS
  • Answer Tier 2 tickets with an average of a level 7 competency on a 1-10 scale
  • Write at least 5 technical troubleshooting documents for Tier 2 internal KB 
  • Start noticing trends in Tier 2 and reporting them in Jira or with the team
DESIRED IMPACT BY 12 MONTHS
  • Answer Tier 2 tickets with an average of a level 8 competency on a 1-10 scale
  • Write at least 10 technical troubleshooting documents for Tier 2 internal KB 
  • Submit at least 1 Revops tool request 
SAMPLE WEEK IN THE LIFE
  • Monday: Join company Boost, check JIRA for bug updates, reply to customer issues in Service Cloud, work with VIP customers to resolve issues, and answer tickets in your Tier 2 Support queue, review comments on your Check-in.
  • Tuesday: Attend team sync call and escalations sync call, update customers on issues and reply to new issues, input any new bug reports into JIRA for Dev review & respond to any updates, document Tier 2 internal troubleshooting processes, work with VIP customers to resolve issues, and answer tickets in your Tier 2 Support queue.
  • Wednesday: Attend company Boost, check JIRA for bug updates and communicate information to developers, work with VIP customers to resolve issues, and answer tickets in your Tier 2 Support queue.
  • Thursday: Start with team sync call, update customers on issues and reply to new issues, input any new bug reports into JIRA for Dev review & respond to any updates, document Tier 2 internal troubleshooting processes, work with VIP customers to resolve issues, and answer tickets in your Tier 2 Support queue, complete peer QA for your team. 
  • Friday: Join company boost, update customers on issues and reply to new issues, input any new bug reports into JIRA for Dev review & respond to any updates, document Tier 2 internal troubleshooting processes, work with VIP customers to resolve issues, and answer tickets in your Tier 2 Support queue, submit your 15Five Check-in.
ABOUT 15FIVE

15Five is a people and performance platform that instantly upgrades each and every manager. It works by combining employee engagement, continuous performance management, and manager effectiveness software with education, services, and community. At the heart of our approach is Best-Self Management, an evidence-inspired strategy for cultivating world-class managers and transforming organizations by unlocking every employee’s potential. With our holistic solution, CEOs, HR leaders, and managers create highly-engaged, high-performing organizations.  

We work with over 2,000 forward-thinking companies that use our solution to bring out the best in their people, including big brand names like Credit Karma, WP Engine, Adobe, and Fitbit. 15Five is backed by Next 47, Origin Ventures, Point Nine Capital, and Matrix Partners. Its headquarters are based in San Francisco, with offices in New York and Raleigh, NC. The company is working 100% remotely during the COVID-19 pandemic.

We’re excited to continue building out a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. To support our people, 15Five believes in flexible working arrangements, non-gendered Parental Leave, Flexible Time Off, Sick Time Off and extensive training and development including but not limited to Diversity, Equity & Inclusion, Best-Self Management, strengths discovery and alignment and Manager specific development opportunities.

Reading the job description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!



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Customer Support Escalations Specialist