Provide technical customer support for Lob’s direct mail API and dashboard. Troubleshoot API errors, webhooks, HTML templates, address verification, and delivery tracking using logs and diagnostic tools. Resolve Zendesk tickets within SLA, explain technical issues clearly, escalate complex cases, identify security and fraud concerns, track recurring product friction, and create help center resources and response macros. The role requires strong communication, prioritization, technical curiosity, and the ability to support both technical and nontechnical customers.

Owns revenue operations strategy and GTM planning, including forecasting, annual planning, business reviews, incentive design, analytics, KPI dashboards, and performance insights. Partners with Finance, Product, and Operations to improve sales productivity, align headcount with revenue goals, and execute multi-quarter strategic workstreams. The role translates complex data into leadership recommendations and manages cross-functional projects in a fast-paced environment.