Location: San Francisco, in person (5 days/week)
Team: Technical Customer Success / Support
Reports to: Head of Technical Support
What You'll Do in the First 90 Days- Work on customer technical issues, liaising with engineering to minimize any client downtime.
- Own Weekly calls with customers, triage their issues and work with engineering to set clear timelines for completing them.
- Engage customers on thread across Slack, email, and Zendesk. Identify the dropped ones and pick up the stream to push customer issues to resolution.
- Coordinate internally to resolve SLAs by customer tier and by issue severity.
- Be metrics oriented - think regularly about the metrics to track and how to get the best outcomes.
Who You Are- Obsessive about inbox zero and Slack zero. You physically cannot leave a thread without an owner and a next step. You feel it.
- Systems-driven. You love following a set customer engagement process from start to finish.
- Customer-credible. You can meet the customer where they are at, helping them with each challenge as the product expert.
- Comfortable with ambiguity and speed. This is a startup. You are open to regular adjustments and change.
Bonus:- Background supporting developer-facing or infrastructure products
- Experience with Zendesk, Linear, and Slack Connect at scale
- Familiarity with LLMs, AI infrastructure, or the gateway/proxy space
Compensation- $130,000 to $180,000 base salary plus bonus and equity and benefits. We pay at or above market for the right person, and the equity is meaningful at our stage and growth. We also have 401(k) with a 3.5% match of employee contributions.
