Customer Support Engineer

About Momence:

Momence is a cutting-edge booking and communications platform for experience-based businesses, catering to yoga and pilates studios, gyms, dance schools, salons and spas, golf facilities, swim schools, and more. We empower thousands of businesses by facilitating scheduling and payments, streamlining communication, and automating their business backend. Our customer-facing Momence app is used by hundreds of thousands of customers monthly to book  wellness experiences.

As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry.

About the role:

Momence Customer Support Engineers provide advanced technical support to our customers, ensuring prompt and effective resolution of their inquiries and issues. Their in-depth technical knowledge, strong problem-solving skills, and commitment to delivering exceptional customer experiences contribute to the success of our support team. With opportunities to collaborate with internal stakeholders and directly interact with customers, their work has a direct impact on improving the Momence customer experience.
A Customer Support Engineer at Momence could expect to nurture the team’s success in the following ways:

• Resolving escalated issues: Handle technically challenging tickets escalated from non-technical support teams; utilize internal tools (admin-access dashboards, SQL databases, server logs, browser developer tools, etc.) to investigate and identify resolutions to customer issues
• Accurately assess, diagnose, and relay: Distinguish between bugs, incidents, product feedback, and needed UX improvements, providing accurate, tailored solutions for customers; provide proactive feedback and actionable feature requests to our engineering teams based on customer needs and observations
• Live “Customer-obsessed:” Coordinate and draft excellent communications to customers and internal stakeholders, ensuring clarity, timely updates, and customer delight; recognize that timeliness and quality solutions support our value of being Customer-obsessed
• Continuous improvement: Take a data-driven approach to identifying and remedying common customer issues; identify and address trends in customer inquiries to improve product documentation, knowledge base articles, and support processes
• Team support: Mentor and assist junior members of the customer support team, sharing technical expertise, best practices, and providing guidance.

This is a full time, fully remote, employed position, for which we’re considering candidates residing in the United states, able to support customers within US timezones. Expected working hours would take place from Monday through Friday, however as the team’s operations evolve there is a possibility that some CSEs will adopt 5-day shift schedules to overlap one weekend day.

About You

When you read Momence’s Core Values, your eye finds “Customer-Obsessed” first. You’re energized by the prospects of supporting the business owners who comprise Momence’s customer base. You recognize that responsiveness, accuracy, and detail-orientation are just as important to positive customer outcomes as empathy, support, and caring communication.
You’re comfortable working in SQL; while you need not be an expert, you’re confident with beginner functions, and unafraid to flex into intermediate and advanced activity from time to time. You work well autonomously and independently, relying on supportive teammates for an assist when needed, but delighting in the solo hunt for the right resources to solve the problem first. Escalated customer issues don’t phase you; you’re an experienced Support Engineer who’s managed escalated concerns before, and you’re confident in your ability to assess which issues need further technical or Engineering support to resolve.
If you’re SQL-savvy, enjoy working with a high degree of autonomy, customer-obsessed, and have experience in technical customer support, we might just be a great fit!

What you should have
While we welcome experience from a wide range of career and industry backgrounds, all candidates should meet the following qualifications for consideration:

• Experience in a technical customer support role
• Solid technical background and knowledge, with proficiency in troubleshooting software and hardware issues
• SQL experience sufficient to effectively query and analyze databases; you’re comfortable with intermediate level SQL functions (joins, views, stored procedures, table valued functions, subqueries, indexing, etc.)
• Excellent communication skills, both verbal and written; you can explain technical concepts clearly and concisely to customers of widely varying technical backgrounds
• Strong problem-solving and analytical abilities, with keen attention to detail
• Experience using customer support software or ticketing systems for customer inquiries (e.g., Zendesk, Intercom, Salesforce Service Cloud)
• Ability to work in a fast-paced environment, multitask, and prioritize workload effectively
• Empathy and patience in supporting customers, ensuring a positive experience
• Time management, prioritization, and organizational skills to effectively handle multiple customer inquiries concurrently
• Proven experience mentoring and supporting junior team members, fostering a collaborative environment conducive to knowledge-sharing
• Flexibility; while we aim to support balance for all our team members, the nature of this particular role occasionally requires shifted, after-hours,  and/or weekend support

We’ll be particularly excited if you also have:

• Experience working with APIs
• Demonstrated success owning a business or performance metric through your support work (ie: CSAT, NPS, escalation rates, response SLAs, etc.)

About the interview process:
Our CSE hiring process allows thorough and accurate review of each candidate’s fitness for the role, while offering candidates plenty of opportunity to ask questions and learn more about Momence along the way. All CSE applications are reviewed by a real person (👋!). If progressed to the interview stage, here’s what you can expect:

• A 30-minute intro call with a Momence recruiter to learn more about your background, discuss fit for the role, and answer high-level questions you may have
• A brief exercise to be completed on your own time (it should take no longer than 45 minutes), to assess both written communication skills and your database savvy
• A 45-minute call with your would-be manager, Felix, to dig in with more detail on your pertinent skills and experience
• A final 30-minute call with our Director of Support Engineering, Jonathan, to further explore your interest in the opportunity

What We Offer:

• Excellent medical, dental, and vision benefits
• Access to a robust Employee Assistance Program, mental health resources through Spring Health, and insurance and healthcare navigation support through Rightway
• Home office equipment - we’ll make sure you have what you need
• Generous, flexible vacation policy, in addition to Holidays off; we encourage teammates to take time for themselves!

Compensation:

The compensation range for this position is $95k - $120k

All offers are contingent upon the successful completion of a background check.

At Momence, we celebrate diversity and strive to create an inclusive environment where there is respect, regardless of your background or identity. We are committed to being an equal opportunity employer and welcome you as you are.