#LI-AB1 

The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. We work closely with an exciting range of customers to solve complex business challenges and ensure they achieve their goals while seamlessly navigating Airtable’s features and capabilities.

As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities.

This role will follow U.S. Eastern Time business hours, though shifts may vary based on the evolving needs of the business.

What you'll do

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). 
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
• For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. 
• Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions. 
• Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

Who you are

• You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
• You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
• You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
• You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
• You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
• You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
• You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about yourEEO rights as an applicant. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete ourAccommodations Request Formand let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

#Remote-LI

At Webflow, our mission is to bring development superpowers to everyone. Webflow is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, Webflow enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative.

We’re looking for a Technical Support Associate to help us empower our customers to excel in their endeavors and to continuously enhance Webflow to its fullest potential.

About the role 

• Location: Remote-first (Mexico City)
• Full-time 
• Permanent 
• The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. The specific base pay within this range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
  
  • Mexico City (figures cited below are in MXN and pertain to workers in Mexico)
  •  [TBD]

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to one of the Managers for Technical  Support

As a Technical Support Associate you’ll … 

• Deliver consistently exceptional customer experiences to every Webflow user.
• Assist customers in support queues utilizing various tools such as Zendesk and Jira.
• Document and report bugs, resolve issues, and foster collaboration within the team to ensure top-tier customer satisfaction.
• Advocate for our customers' needs, collaborating closely with your team and manager to identify opportunities for enhancing our product and services.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you 

Requirements:

• Business-level fluency to read, write and speak in English[
• Must live in Mexico City and/or the surrounding 16 boroughs

You’ll thrive as a/an Technical  Support Associate if you:

• Demonstrated high-touch customer support experience in SAAS or technical services, including email, phone, and live chat.
• One or two years working in technical support roles.
• Self-learning ability and quick adaptability to keep pace with evolving product features and new digital tools
• Deep understanding of Webflow products or similar web design tools.
• Proficiency in HTML, CSS, DNS, JavaScript, or advanced Webflow knowledge.
• Analytical and critical thinking skills for technical troubleshooting.
• Autonomous, creative, and supportive team player.
• Practices radical candor for clear communication and creative problem-solving.
• Have demonstrated written and verbal communication skills in the English language 
• Advocate for others – customers and colleagues – and you want to build a career in customer support
• Experience working with Google Workspace, Slack, Zendesk and Confluence 
• Must be able to work Wednesday - Sunday (off Monday + Tuesday)

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company.
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please reviewWebflow’s Applicant Privacy Notice. 

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Support Specialist

As a CipherHealth Customer Support team member you will be a resource for our customers and a key technical resource internally. You will be responsible for solving end user support tickets, directly assisting nurses and doctors out in the field using CipherHealth solutions. You will also have the opportunity to collaborate with different departments internally to improve the customer experience, to configure different product solutions, and to ensure projects are delivered on time. We are a highly collaborative, good-humored, and hardworking team who cares about using technology to improve patients’ lives.

Responsibilities

• Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions
• Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
• Prepare comprehensive procedures in an easily-digestible format for team reference
• Configure our solutions using the CipherHealth platform for different customer use cases
• Collaborate with the Customer Success and Product teams in the development and design of creative solutions
• Create both customer-facing and internal collateral supporting our solutions

Requirements

• Adept problem-solving skills with the ability to deconstruct advanced concepts
• Exceptional attention to detail and unwavering commitment to excellence
• Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
• An enthusiastic mindset for delivering outstanding support experience to our customers
• Comfort in coordinating and delivering on numerous technical projects with varied stakeholders
• Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
• Independent working style, capable of making informed decisions with minimal supervision
• Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks

Nice-to-haves

• Familiarity with SaaS-based technologies
• Prior work experience in a user-facing support team
• Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc.

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
  • Base Salary range: USD $65,000 -$75,000 annually
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $30/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.

Location: Kuala Lumpur, Malaysia

About the department

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.

What you'll do

Do you like solving complex problems? Are you great at helping a team grow to surpass their potential together? Do you enjoy interacting with people at all levels and roles?

As a Technical Support Manager at Cloudflare you will:

Provide World-Class Support to our Millions of Customers - You will help the team triage and answer high priority tickets from both top partners and free customers, understand our customers needs and problems, in depth, in order to provide insights on them to the company and solve them, and are confident in addressing customer escalations with team members.

Manage Technical Support Engineers - You will coach the team to excel at their jobs, manage individual and team projects to on-time completion, have regular one-on-ones with everyone on your technical support engineering team, encourage professional development, help with training and QA, manage the support hiring process, and keep team morale high.

Help Manage and Improve Tools and Processes -You will manage and continuously improve our processes for helping customers, managing the team, and working with the rest of the company. They will also help to manage all of our support tools and software.

Work Cross-Functionally With Other Teams - You will work with other teams to guide projects that help the support team, customers and the company. You will act as the Voice of the Customer to communicate clearly the requests and problems our customers are reporting to the rest of the company through to resolution.

Examples of desirable skills, knowledge and experience

• Minimum of 3 years of team lead or management experience, with teams of 4 or more people
• Experience managing Support Engineers' performance and development
• Strong experience at hiring, coaching, and training Support Engineers
• Experience managing a team to meet and exceed their individual, team, and company goals
• Minimum of 5 years technical support experience for SaaS/PaaS enterprise solutions
• Fundamental understanding how the Internet works (OSI Model) 
• Knowledge of DNS, SSL/TLS, HTTP, and network related concepts
• Familiarity with command line and command line tools including curl, dig, traceroute
• Experience providing global support that follows the sun 24x7x365
• You have strong communication skills, both verbal and written
• Past experience or interest in working at a fast-paced and high-growth company
• Ability and willingness to work occasional weekends, holidays, and after hours

Location:Remote (U.S. Only - AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, WI) 

Hours:Monday through Friday, 8am - 5pm in your time zone (unless otherwise noted in hiring process).

Your impact:

Handshake is looking to bring on a Support Specialist, Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you! 

You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support Team, and continue to improve the customer experience and our team operations.As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Your role:

• Contribute 40 hours per week during our business hours, Monday through Friday. Provide amazing email and phone support to Handshake customers via internal ticketing systems. Your day-to-day will consist of:

  • 90%: resolving questions, bugs, feedback, and general inquiries. See daily averages below:

    • Ticket Volume: ~20 - 30 email tickets per day

    • Phone Volume: ~10 calls over a 4 hour daily phone shift

  • 5%: attending team meetings (1-3 per week)

  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

• Note: email and phone tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports, and making sure to provide tailored, personal responses while building relationships

• Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users

• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience

• Be both a support specialist and an experienced consultant for users of the Handshake platform

Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering

Your experience:

• Location:if working from home, you must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.

• Technical Aptitude:Ability to learn technical tools and concepts quickly

• Resilience: Comfort with change and ambiguity.We’re a growing startup and always refining processes, tools, etc!

• Teamwork:Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.

• Communication:Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. 

• Results oriented and ownership:Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics. 

• Passion for the problem:Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend

• EQ:A strong sense of empathy with users of our products and cross functional partners 

• Critical Thinking:High attention to detail and ability to troubleshoot with limited information and a clear plan of action. 

• Expertise and Curiosity:Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers.

• Growth Mindset:Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

• Diversity and Inclusion:Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users.

• Coverage:Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student. 

Bonus areas of expertise:

• ZenDesk experience

• Programming, IT, data analysis or computer science courses, major or certifications

• EdTech or Higher Edu, customer service, leadership background, majors, courses, certifications

• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services

• Relevant experience in cross - functional communicationor close partnerships with various teams (Success, Sales, Product etc)

Compensation range: 

Remote: $25 per hour

​​About the Role:

The Senior Manager, Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a superb customer touch.

Reporting to the Director of Customer Support, you will partner with our Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization. You will lead with structure, clarity and high expectations all with a people first mentality.

You Will:

• Lead a team of Supervisors who lead a team of front-line agents supporting customers across multiple channels.
• Act as a communication bridge between the broader business and our customer sharing information and insights in both directions.
• Become a subject matter expert in a core function of our business in support of healthy growth for the business line.
• Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality.
• Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.
• Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.

You Have:

• 10+ years of experience in a high-growth, people focused customer support environment including being a manager of managers.
• Relevant experience in a work from home environment with a team of 100+.
• Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
• Maximum comfort in an always changing and sometimes ambiguous environment.
• The relentless ability to get to answer independently while being a teamplayer first.

Preferred Qualifications: 

• People Management: history of successfully leading teams of people through rapid growth and change.
• Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.
• Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation.
• Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats

#LI-Remote

The Technical Support Specialist’s main responsibility is to troubleshoot complex customer cases. Technical Support Specialists are responsible for troubleshooting issues with the Elation and Passport applications via email, phone, and screenshare. Technical Support Specialists collaborate with other members of the team, as well as other customer facing teams and external vendors. Technical Support Specialists are experts on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time and have strong collaboration skills. Technical Support Specialists are self-starters and owners, leveraging both their knowledge of technical tools, our customers and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and empathetic in their approach to our work. 

Responsibilities

[65%] Field customer issues which involve common application/technical troubleshooting including log analysis, routine escalations and vendor communication.

• [15%] Collect pertinent information from customers and escalate cases when needed
• [10%] Mentor and assist with training for Senior Customer Support Specialists
• [10%] Assessing and addressing knowledge gaps by identifying and providing feedback as well as through building or suggesting articles or other SOPs.
• Participate in weekly urgent shift rotation
• Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications

• Manages time effectively and works independently, self-starter
• Detail oriented and able to manage multiple tasks at once
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager 

Bachelor’s degree or equivalent experience

• 1-2 years of experience in a customer service, customer-facing or healthcare environment 
• 1 year of experience in a technical support role is recommended
• Familiarity with Salesforce, Jira & Looker platforms is recommended

Salary: $60,000 - 70,000 USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

Seniority Level:Associate

Location:London, UK (Remote)

About the role and about You:

The Community Support team at Zwift work directly with our members delivering an authentic support experience that is human, straight-forward, and as effortless as possible. We interact with members from around the globe by email, live chat and phone, resolving problems with empathy, while offering guidance that empowers our members to achieve their goals and get the most out of Zwift.

For this role, we are seeking an individual fluent in both written and spoken English and German.The ideal candidate will excel in collaboration, working closely with our front-line support teams, the wider Community Support team, and stakeholders from across the business. You’ll be customer obsessed, relentlessly curious, and able to turn problems into solutions. You’ll have a positive approach to all you do, with a can-do attitude and the drive to focus on progress over perfection.

You will thoughtfully manage competing priorities with attention to detail, be a skilled communicator and advocate for the community, who can simplify technical concepts, sniff out trends, solve problems and provide a smooth and effortless experience for internal and external customers.

If you’re passionate about being part of a diverse, inclusive community for our members and delivering on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

• Become the expert on all things Zwift, leading the way in understanding our products, services, and subscriptions.
• Communicate with members through all available channels at Zwift, including email, chat, phone, and forums.
• Deliver an effortless customer experience to our Zwift community when they reach out for support via chat, phone and email.
• As a language specialist, assist in conducting QA assessments on our partner sites to ensure high-quality work both internally and externally.
• Ensure our Community Support colleagues have all available up to date information to be able to support our members when they reach out for support.
• Be the voice of the Community in relation to their experience with our hardware and Zwift app, creating and influencing policy and process to drive a positive effortless experience.
• Track metrics and qualitative feedback from retrospective reports to drive improvements.
• Collaborate with teams around Zwift to promote an environment of continuous improvement, communicating member pain points and influencing priorities for change.
• Become a valued and engaged member of our team, actively participating in our virtual team environment and collaborating with front-line support, the wider Community Support team, and stakeholders across the business.
• Remote or Blended Work: Exhibit strong time management, consider global dynamics, communicate emerging issues effectively, and maintain a distraction-free work environment.

What we’re looking for:

• The ideal candidate is experienced and skilled in handling customer inquiries with a positive attitude, resolving issues effectively, and prioritizing the customer’s needs in every decision.
• Fluency in German and English: Strong written and verbal communication skills in both languages.
• Ability to Work Independently: Demonstrated self-motivation and responsibility to manage tasks, make decisions, and solve problems with minimal supervision. Comfortable setting priorities, meeting deadlines, and adapting to changing priorities.
• Excellent proactive problem solving skills, focused on continuous improvement.
• Excellent attention to detail, with a proven ability to adhere to processes and procedures while investigating new issues.
• Ability to implement data-driven changes by effectively influencing and collaborating with cross-functional teams.
• Can handle tasks with confidence, but also understand how important it is to work together with the team to achieve great results.
• Willing to dive in and do whatever it takes to support your team during times of change, viewing these moments as opportunities to grow, contribute to the future, and continuously learn and adapt.

Bonus points:

• Experience working with a BPO (Business Process Outsourcing) is valuable, as it means you understand managing outsourced services, working with clients and vendors, and adapting to different processes.
• Experience with CRM software like Kustomer, Shopify for e-commerce management, and JIRA for project tracking and collaboration.
• Cycling, running, or indoor training knowledge would be a plus, but don’t worry if you’re not an expert yet—your enthusiasm to learn and dive into the Zwift experience is what counts!

Seniority Level:Associate

Location: US Remote

About the role and about You:

The Community Support team at Zwift work directly with our members delivering an authentic support experience that is human, straight-forward, and as effortless as possible. We interact with members from around the globe by email, live chat and phone, resolving problems with empathy, while offering guidance that empowers our members to achieve their goals and get the most out of Zwift.

For this role, we are seeking an individual fluent in both written and spoken English and German.The ideal candidate will excel in collaboration, working closely with our front-line support teams, the wider Community Support team, and stakeholders from across the business. You’ll be customer obsessed, relentlessly curious, and able to turn problems into solutions. You’ll have a positive approach to all you do, with a can-do attitude and the drive to focus on progress over perfection.

You will thoughtfully manage competing priorities with attention to detail, be a skilled communicator and advocate for the community, who can simplify technical concepts, sniff out trends, solve problems and provide a smooth and effortless experience for internal and external customers.

If you’re passionate about being part of a diverse, inclusive community for our members and delivering on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

• Become the expert on all things Zwift, leading the way in understanding our products, services, and subscriptions.
• Communicate with members through all available channels at Zwift, including email, chat, phone, and forums.
• Deliver an effortless customer experience to our Zwift community when they reach out for support via chat, phone and email.
• As a language specialist, assist in conducting QA assessments on our partner sites to ensure high-quality work both internally and externally.
• Ensure our Community Support colleagues have all available up to date information to be able to support our members when they reach out for support.
• Be the voice of the Community in relation to their experience with our hardware and Zwift app, creating and influencing policy and process to drive a positive effortless experience.
• Track metrics and qualitative feedback from retrospective reports to drive improvements.
• Collaborate with teams around Zwift to promote an environment of continuous improvement, communicating member pain points and influencing priorities for change.
• Become a valued and engaged member of our team, actively participating in our virtual team environment and collaborating with front-line support, the wider Community Support team, and stakeholders across the business.
• Remote or Blended Work: Exhibit strong time management, consider global dynamics, communicate emerging issues effectively, and maintain a distraction-free work environment.

What we’re looking for:

• The ideal candidate is experienced and skilled in handling customer inquiries with a positive attitude, resolving issues effectively, and prioritizing the customer’s needs in every decision.
• Fluency in German and English: Strong written and verbal communication skills in both languages.
• Ability to Work Independently: Demonstrated self-motivation and responsibility to manage tasks, make decisions, and solve problems with minimal supervision. Comfortable setting priorities, meeting deadlines, and adapting to changing priorities.
• Excellent proactive problem solving skills, focused on continuous improvement.
• Excellent attention to detail, with a proven ability to adhere to processes and procedures while investigating new issues.
• Ability to implement data-driven changes by effectively influencing and collaborating with cross-functional teams.
• Can handle tasks with confidence, but also understand how important it is to work together with the team to achieve great results.
• Willing to dive in and do whatever it takes to support your team during times of change, viewing these moments as opportunities to grow, contribute to the future, and continuously learn and adapt.

Bonus points:

• Experience working with a BPO (Business Process Outsourcing) is valuable, as it means you understand managing outsourced services, working with clients and vendors, and adapting to different processes.
• Experience with CRM software like Kustomer, Shopify for e-commerce management, and JIRA for project tracking and collaboration.
• Cycling, running, or indoor training knowledge would be a plus, but don’t worry if you’re not an expert yet—your enthusiasm to learn and dive into the Zwift experience is what counts!

For All US Based Full-Time Positions:The base salary for this position ranges between $56,500 to $88,500. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, qualifications, and geographic location. In addition to base salary, Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses, equity, and a full range of medical, financial, and other perks and benefits.

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Regional Technical Support Engineering Manager will significantly contribute to the success of LivePerson’s Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders.

You will report to the Regional Support Director

You will:

• Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.
• Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.
• Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.
• Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.
• In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.
• Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.
• Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their skills development.
• Ensure the successful onboarding and development of Technical Support Engineers.
• Evaluate knowledge ramp-up opportunities to ensure advanced skills in the latest technologies used by LivePerson.
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded.
• Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Foster high employee satisfaction within the team.
• Drive and work frequently with cross-functional teams on global projects.
• Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health.
• Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management.
• Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.
• Develop career opportunities for the team members.

Skills and Abilities 

• A highly motivated individual with a positive and proactive attitude.
• Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration.
• Critical thinking and growth mindset.
• Strong leadership skills with the ability to prioritize and execute to drive success.
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments.
• Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges.
• Strong leadership and people management skills, including experience in developing and coaching team members.
• Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment.
• Ability to interact and partner with all levels of management internally and with customer organizations your team supports.
• Operate under pressure and be available to step in and manage a crisis internally and with customers as needed.
• Flexibility to work beyond regular hours as required from time to time.
• Ability to work during the US Eastern Time Zone.

You have:

• B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience.
• Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives.
• At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field.
• Strong understanding of object-oriented languages, server-side scripting, and databases.
• Experience with network and web protocols (WS, TLS, HTTP, CSS).
• Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.).
• 1-3 years of management experience leading teams of technical support engineers.

Benefits:

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Equal opportunity employer
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson: 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.