Associate Specialist, Executive & Premium Support

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Executive and Premium Escalation Associate Specialists are key members of the Global Support and Services Organization, acting as subject matter experts who bring a unique skill in supporting the ServiceTitan Leadership Executive (LTE) team with high level escalations as well as Premium customers. LTE Associates assist with a vast array of complex issues and ensure the customer is supported from beginning to end by being ready to assist on any escalation that comes their way. They assist in restoring the relationship with our customer and partner with different business partners across the organization to ensure the issue is seen through to its solution. As a lead contributor on the Support team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, advanced problem solving, and partner regularly with specialists and leadership.

What you'll do:

• Restore the customer relationship by resolving any technical issue concerns they brought to the Leadership Executive Team member. Additionally, if the issue is not a technical issue, the Associate will ensure they connect the customer with the correct team and see the issue through until 100% resolved. 
• Work closely with Premium customers to offer a white glove experience to their unique workflows
• They work closely with our customers to understand the pain points they’re experiencing and solution to find ways to resolve those concerns. Additionally, identify areas of opportunity to add value and improve the customer’s experience as the escalation is resolved.
• Minimize customer churn / perceived product gaps through advanced solutioning and resolving complex escalations.
• Deescalate customers through white glove service and expert product knowledge.
• Provide advanced troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers. 
• Provide white glove case management and escalation resolution to members of the Executive Team
• Communicate & coordinate with cross-functional partners across the organization to ensure resolutions for the customer. 
• Communicate consistently and professionally with both the customer and the key stakeholders (Executives) by providing updates and additional support as needed.
• Function as a subject matter expert on all ServiceTitan products/services  and continuously remain current in that knowledge.
• Follow the outlined Executive Escalation and Premium Workflows to their entirety and owning the case through and through 
• Honoring ServiceTitan’s ServicePledge. Demonstrate clear ownership by being the single point of contact for all escalations and addressing challenging customer feedback. 
• Check in regularly on all cases and provide updates; including “no update” updates, to ensure the executive and customer are apprised of all changes as they become available. 
• Display partnership in analyzing data collected from escalations that come in to the team’s queue. Participate in weekly meetings and display a ‘be a dream team’ mentality in assisting their peer LTE Associates with their escalations. 
   

What you'll bring:

• Customer Support Advocate Level 2 or above 
• Demonstrates a clear understanding of our customers' business needs and workflows.
• Must have strong call handling skills and maintain a high level of detail in both written and verbal communication. 
• Produce white glove customer service and send professional emails to both Executives and customers.
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
• The ability to translate complex technical issues into tangible solutions
• Ability to navigate high pressure situations and provide timely updates/solutions to ServiceTitan’s Leadership Executive team and Customers
• Must take initiative and be able to prioritize, work in a multi-tasking fast-paced environment, and perform effectively under pressure.
• Excellent team player and coach to peers. 
• A clear view on what constitutes top tier customer support and has demonstrated the ability to execute on that view.
• Demonstrated expertise in troubleshooting and solutioning.
• Customer-centric mindset, desire to learn, and can-do attitude. 
• Excellent people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types. 
• Must have strong problem solving and customer service skills. Must be able to handle difficult escalations while maintaining the customer’s best interest. 
• Creative, out of the box solutioning skills.
• Experience working with high level escalations and premium customers. 
• Works in a high paced, customer facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Bachelor’s degree;  2-3 years customer service or technical support experience
• Preferred: Proficiency in Excel, SQL, Kibana, and Quickbooks

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 
Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.