About the company
Our client is a fast-growing technology company.
The role
Raydar is recruiting for this role on behalf of our client. Own day-to-day support and account relationships for a busy online platform, resolving issues from start to finish across chat, messaging, email and calls. Partner with engineering and product to surface recurring problems, and help build the processes and tooling that let the support function scale.
What you'll do
- Handle a high volume of conversations with customers and platform users across chat, messaging, email and calls.
- Support onboarding, payment questions, disputes, campaign setup and general platform issues.
- Take ownership of problems end-to-end, investigating independently with internal tools before escalating to engineering.
- Run onboarding calls for new customers and manage larger accounts through shared messaging channels.
- Relay recurring issues to engineering and product, help identify root causes and prioritize fixes.
- Tune an AI-powered support assistant so it resolves more conversations and gives better answers over time.
- Create and refine internal documentation, workflows and systems that keep support efficient as volume grows.
- Use AI tools to work several tickets in parallel and investigate multiple conversations at once.
- Spot patterns in customer problems and give product-minded feedback that reduces future support volume.
Requirements
What we're looking for
- Roughly 2 to 4 years of hands-on experience helping customers and accounts at a technology business, ideally one with an online platform.
- Ability to stay organized and responsive while juggling hundreds of simultaneous conversations in a fast-paced setting.
- Skill at diagnosing technical problems and resolving account issues independently with internal tools.
- A strong sense of ownership, seeing each issue through to resolution rather than handing it off.
- Sound independent judgment and comfort in an intense startup environment.
Bonus points
- Background in a related online business model where two groups of users interact.
Benefits
Compensation and benefits
- Base salary: USD 100,000 to 150,000 per year
- Equity
Location and work model
- New York, NY, United States
- On-site, 5 days per week in office
- Full-time
Skills Required
- Roughly 2 to 4 years of hands-on experience helping customers and managing accounts at a technology business, ideally an online platform
- Ability to stay organized and responsive while managing hundreds of simultaneous conversations
- Skill at diagnosing technical problems and resolving account issues independently using internal tools
- Strong ownership of issues through resolution
- Independent judgment and comfort working in an intense startup environment
- Background in a related online business model where two groups of users interact
What We Do
Raydar is a talent acquisition and business consulting firm that connects world-class and emerging talent with growing organizations. It supports companies through team development, strategic hiring, and customized growth solutions, helping clients recruit roles such as engineers, product managers, executives, legal counsel, and quantitative traders. Raydar focuses on understanding each organization’s needs, culture, and long-term goals to build high-impact teams.
