Responsibilities
- Serve as the first line of contact for customer issues via phone, email, and chat, ensuring timely and empathetic resolution.
- Troubleshoot and diagnose technical problems across APIs, integrations, and telephony systems, escalating when necessary.
- Collaborate with Engineering, Product, and Customer Success to resolve issues and surface product insights.
- Create and maintain support documentation, FAQs, and learning resources to scale customer enablement.
- Lead customer trainings, screen shares, and workshops to drive adoption and success.
- Identify recurring issues, trends, and feature requests to inform product improvements.
- Help improve internal support processes and automation for greater efficiency and consistency.
Requirements
- Proven communicator with empathy and patience across phone, email, and chat.
- Strong analytical and problem-solving skills; able to break down and resolve complex issues.
- Experience with CRM platforms (Pipedrive, Salesforce, HubSpot) or similar tools.
- Solid understanding of web technologies (APIs, webhooks, HTTP, JSON) and comfort using diagnostic tools (Postman, browser console, logs).
- Comfort working with data and interest in learning tools like Omni/Looker to inform decisions and measure performance.
- Prior experience in a technical support, IT, or software-related role, or equivalent technical education/training.
- Tech-savvy and quick to learn new systems (experience with SaaS integrations or telephony/VoIP is a plus).
- Familiarity with ticketing systems (e.g., Zendesk, Intercom) and documentation best practices.
- Growth mindset and proactive in improving processes and customer experience.
- Bachelor’s degree or equivalent technical background preferred.
Benefits and Perks
- Comprehensive medical, dental, and vision insurance
- Unlimited paid time off (PTO), sick leaves, and paid holidays
- A pet-friendly office so your furry friends can be part of your workday
- Complimentary parking in our secure garage
- Opportunities to learn everything there is to know about tech startups and developing your CS skills
- A collaborative, dynamic, and supportive team environment!
Top Skills
What We Do
Kixie is the leading sales engagement platform that boosts sales team performance with ultra-reliable, easily automated calling and texting for Hubspot, Salesforce, Pipedrive and other leading CRMs.
Kixie connects agents to prospects naturally and automatically, reveals valuable insights about conversations and provides truly dependable service. The platform includes the PowerCall dialer & mobile apps, Automations, Analytics and Contact Center.
With Kixie, sales teams have the power to achieve their most ambitious goals. It's better sales, made simple.
Kixie is for sales agents:
We've revolutionized how salespeople engage with prospects, making it automatic and natural. Kixie engages leads when *they* are engaged. In the past, agents simply dialed through a list of numbers, hoping to get someone on the phone.
Those 👏 days 👏 are 👏 gone 👏.
There are more ways to communicate than ever. People are busier than ever. Kixie helps break through the noise and close deals.
Kixie is for sales managers:
With Kixie, sales managers coach and develop stronger teams that close more opportunities. It's a powerful ally.
Kixie helps apply past learning to new deals to ensure agents are communicating the right message at the right time, closing as many opportunities as possible.
Kixie is for business calling & texting:
At its core, Kixie is a world-class Contact Center designed to help sales teams, anywhere, prosper.
Ever heard a sales agent say something like, “If I can just get a lead on the phone, I close the deal nearly every time!” 🤔 The modern sales organization needs more than a dumb dialer. They need an intelligent platform that proactively helps agents connect with leads.
With Kixie agents are always one step ahead — start putting it to work for you in just minutes. Try it free at kixie.com.
