About the Company
Relay Network is the innovator of the new B2C channel designed for businesses to create more valuable customer relationships. Our HIPAA-compliant, personalized channel combines the timeliness of SMS with the multifaceted experience of scrolling feeds. By delivering exactly what customers need, when they need it, in a familiar format, we help organizations guide customers through dynamic journeys that support key customer actions within critical moments such as onboarding, care management, and adherence.
Recognized by the top industry analysts, Relay serves more than 100 industry-leading clients and more than 60 million end users across numerous verticals, including healthcare, financial services, and life sciences. Located in the Greater Philadelphia area, Relay is ranked one of the Top Workplaces by The Philadelphia Inquirer and prioritizes building dynamic, harmonious teams. Relay doesn't look for people who simply fit in, we look for individuals who continuously shape who we are.
About the Role
We are seeking a highly organized and detail-oriented Technical Support Manager to be part of our client support function. In this role, you work cross-functionally at all levels and provide support to our external clients.
The ideal candidate will establish a structured and efficient support process, acting as the first line of defense before engineering involvement. With a strong focus on documentation, ticketing, and knowledge management, this role is crucial in driving efficiency and improving the client support experience.
Duties & Responsibilities
- Provide on-demand technical support and troubleshooting for Relay's external clients and Client Success team
- Participate in Client Support calls for education and assist with escalated issues requiring in-depth diagnositcs
- Build deep knowledge of internal data systems to investigate and resolve data-related inquiries
- Evaluate opportunities to expand support capabilities, including additional system permissions (e.g., API logs)
- Maintain and improve internal and external knowledge base resources, providing regular updates and insights
- Ensure timely and effective communication with customers and internal stakeholders
- Work cross-functionally with Product, Engineering, and Client Success to identify recurring issues and improve customer experience
- Provide regular reporting and analytics on support trends, response times, and resolution effectiveness
- Assist in on-call support as part of a rotation with other colleagues
Indicators of Success
The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will be:
- Technical and Data savvy
- Deliver a seamless client facing support experience with a positive attitude
- Be highly collaborative with strong problem-solving skills
Relavant Experience
- 5+ years of client technical support experience, preferably in a SaaS environment
- Strong attention to detail and ability to create structured processes
- Ability to work in a fast-paced, high-growth environment while maintaining efficiency and accuracy
- Expertise in software integrations, API set up and diagnostics, and low-level coding
- Deep understanding of client support and best practices
- Ability to collaborate across departments and influence
- Exceptional project management and organizational skills
- Experience with Salesforce or similar CRM/ticketing systems
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What We Do
We deliver frictionless customer experiences through the first dedicated CX channel built to maximize customer engagement, education and lifetime value.
