Customer Support Analyst, California

JOB TITLE: Customer Support Analyst

LOCATION: 100% Remote (PST)

DURATION: 6 months

POSITION SUMMARY:

We are seeking a support operations expert to join an Operations team that will support CrowdTangle partners.

This individual will directly support our partners, provide delightful partner support experiences and help to reduce operational issues with our partner programs and related products. Candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. Candidates should also be comfortable in ambiguity and flexible to frequent changes in a fast-moving environment. This role will be work from home (WFH), and based in Los Angeles, CA.

RESPONSIBILITIES:

Up to 70% of the time

Provide our partners with a delightful, high touch and effective support experience

Onboard partners and serve as primary Ops point of contact

Respond to inbound partner inquiries about product features, bugs, etc.

Troubleshoot complex issues and translate pain points to effectively resolve issues

Spot trends in partner issues and communicate feedback to cross-functional teams

Operationalize processes to improve partner experience

Up to 30% of the time

Improve our support workflows around issue resolution and product insights

Develop product and issue specialization to improve the quality of support

Help build and maintain a central knowledge base

Train new employees on current workflows, standard processes, and internal tools

QUALIFICATIONS:

2+ years of experience in operations, customer support, technical support, or account/partner management

Experience using Excel and/or basic data & insights tools

Strong written and verbal communication skills

Strong attention to detail

Fluency in English in a business environment

Able to work non-traditional hours (outside of 9am-6pm) occasionally

PREFERRED QUALIFICATIONS

Experience in the media industry, support or operations

Experience with APIs

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