Customer Support Lead at Biofire (Greater Denver Area)
A rapid responder creating and constructing a world-class customer support team.WHO WE ARE
Biofire Technologies is on a mission to give gun owners better tools for reducing preventable gun injuries and deaths, especially among children. We believe our technology, combined with a best-in-class customer experience, will define the future of firearms safety for the next generation. Our mission-driven approach has earned support from the firearm community, the tech world, and the media.
Biofire employees are world-class engineers who have designed and tested firearms, medical devices, robots, cars, satellites, rockets, and supersonic jets. What unites our team is our commitment to safety and reliability that we bring to our work every day.
Reducing accidental firearm injuries and deaths requires original thinking and authentic collaboration, so we’re deeply invested in building a team and culture that can achieve our mission together. Team members enjoy autonomy and flexibility from day one, so expect to be immediately tasked with solving challenging problems and building new systems that work. We’ll hold you accountable for executing on audacious goals, giving and receiving honest feedback, and helping your teammates succeed. You’ll receive respect, kindness, and support from every direction while you figure out how to get it all done.
ABOUT THE ROLE
As a Customer Support Lead at Biofire, you will be responsible for guiding our Customer Support team while delivering quality responses to a high volume of customer inquiries across multiple channels. In this role, you will focus on responding swiftly to customer support tickets, building a world-class support team and processes, and achieving customer SLAs as the company and our customer base expand. To succeed in this role, you will be a hands-on leader, who will think and act both strategically and tactically, to drive the team’s engagement at all points of the customer lifecycle.
Day to day responsibilities of the role will include:
- Serve as the Customer Support leader and responder;
- Serve as an escalation point to ensure customer issues are resolved in a timely manner; while working with internal stakeholders to expedite resolution;
- Take ownership of customer issues, be effective at rapidly diagnosing problems, communicating and troubleshooting issues, and following problems through resolution;
- Contribute to our growing library of content, including macros, FAQs, and internal knowledge base articles;
- Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues;
- Own the build-out of Biofire’s Customer Support infrastructure and ensure it is built to scale.
COMPENSATION, BENEFITS & PERKS
We’ll need you to bring your very best, so we give you what you need to do a great job. You’ll enjoy flexible hours, teammates you will like, respect, and be inspired by, and all the technical resources you might need at our Broomfield office.
In addition to our competitive pay and stock options, Biofire offers fully covered medical, dental, and vision benefits, a funded Health Spending Account, unlimited PTO (that team members actually use - we promise), a 401(k) with employer matching, and a 14 week parental leave policy. We deliver perks including noise-canceling headphones, the premium music streaming service of your choice, and anything else you’d need to succeed in your role (within reason).
This is a full-time, salaried role with a flexible work-from-home policy. The compensation range for this role is $90,000-$120,000.
If you think you will succeed in this role, and love the work you’ll do, we encourage you to apply regardless of your background. We evaluate candidates based on their unique talents and fit for our needs, not a rigid list of qualifications.
LOCATION AND HOURS
Our dog-friendly, state-of-the-art headquarters is located in beautiful Broomfield, Colorado, between Boulder and Denver. Most roles require team members to frequently collaborate in person, but you will enjoy the flexibility to work from home when you need to. We trust you to communicate with your team to make things work.
DIVERSITY & INCLUSION
We’re bringing innovation to a technological problem that has persisted for decades, so we depend on diverse, inclusive, and collaborative teams to break new ground and do great work. We welcome people from all qualified backgrounds, and we don’t discriminate on the basis of race, religion, color, political affiliation, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
This role handles information subject to US Export Control Regulations. Applicants must be (a) a citizen of the United States; (b) a lawful permanent resident of the United States (“Green Card” holder); or (c) a person admitted into the United States as an asylee or refugee to be considered for the position.