Greenlight Guru is a software company that helps some of the world’s most innovative medical device companies design, develop and advance the success of devices that improve and extend the lives of millions of people across the globe. Having raised over $120M from top-tier investors, we’re rapidly scaling with a driven and relentless commitment to helping our customers succeed. Consistently recognized as a Best Place to Work by Inc. Magazine, the Indy Star, and more, our culture is centered around improving the quality of life for everyone we come in contact with while fostering a fun, inclusive, high-performance environment.

We are looking for a Customer Support Specialist to join our Customer Success team and help us fulfill that mission of improving the quality of life for all people.  This position will report to the Manager, Customer Support and will have the following responsibilities:  

• Respond promptly to all inbound support tickets and emails
• Troubleshoot technical issues and thoroughly communicate them to the Engineering team. Identify, test, and verify uncovered bugs, providing the development team with clear documentation. 
• Create and maintain articles, videos, and other documentation in our Help Center
• Provide email, chat, phone, and video support to customers
• Build strong relationships with colleagues and clients, communicating in a timely, professional, and respectful manner.  
• Serve as a liaison between the Customer Success, Product, and Engineering teams.  
• Work closely with the Product management team to record and measure customer feedback and feature requests.
• Suggest recommendations for product enhancements utilizing data in addition to customer feedback.
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer-focused initiatives.
• Participate in testing new features and releases.

How we will measure the success in this role:

• Ticket time to close
• Ticket time to resolution 
• NPS

You’ll be successful if you are:

• Experienced working in a software support role
• A highly organized and tenacious record-keeper who logs and maintains customer notes and processes in relevant systems
• A great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment 
• An excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, by phone, in email, and through ticketing systems
• Able to gracefully juggle multiple customer needs and responsibilities
• Tech-savvy and comfortable toggling between various SaaS tools 
• Proficient user of Zoom, Google suite, Salesforce.com, Slack, and/or Zendesk a plus
• A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry

Studies show that people from marginalized groups are more likely to apply to jobs when they meet 100% of the requirements.  If you have experience with most of these qualifications we encourage you to apply.

Benefits:

• Co-workers who care deeply about our mission to spur medical device innovation
• Flexible hours
• Work from home options
• Unlimited PTO
• Health insurance (vision, medical, dental)
• 3 months paid maternity leave
• Disability insurance
• 401k (with company match)

This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.

Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Greenlight Guru is a software company that helps some of the world’s most innovative medical device companies design, develop and advance the success of devices that improve and extend the lives of millions of people across the globe. Having raised over $120M from top-tier investors, we’re rapidly scaling with a driven and relentless commitment to helping our customers succeed. Consistently recognized as a Best Place to Work by Inc. Magazine, the Indy Star, and more, our culture is centered around improving the quality of life for everyone we come in contact with while fostering a fun, inclusive, high-performance environment.

We are looking for a Manager, Customer Support to help us fulfill that mission of improving the quality of life for all people. This role is a management position that oversees all support related operations and team members, and will report to the Director of Medical Device Gurus. This role is responsible for the following:

• Manage, hire, train, and develop a team of Customer Support Specialists. This includes hosting regular one-on-ones, building individual OKR and bonus plans, identifying and budgeting for professional development opportunities, performing annual reviews and quarterly assessments, building new hire training plans, and coaching/mentoring.  
• Build Support related processes to help the team scale, improve, ramp, and deliver a consistent support experience.  
• Create and maintain new means of measurement and tracking in Zendesk, and develop key metrics to track for the team. Identify areas of improvement that can be measured directly in our systems.  
• Help bridge the gap between Success and other teams by serving as a liaison with Product and Engineering to streamline processes.  
• Provide reporting to the management and Operations teams to showcase the common issues/questions customers present and propose scalable solutions.
• Manage the process of troubleshooting technical issues and ensure they are thoroughly communicated to the Engineering team. 
• Oversee the creation and maintenance of articles, videos, and other documentation in our Help Center
• Build strong relationships with colleagues and clients, communicating in a timely, professional, and respectful manner.  
• Embody the company’s core values of a culture of closing, true quality, innovation, and fanatical support
• Adhere to and enforce process and the usage of critical systems (like Zendesk and Gainsight).

How we will measure the success in this role:

• Ticket time to close
• Ticket time to resolution 
• Customer Net Promoter Score (NPS)
• Employee NPS

You’ll be successful if you have/are:

• Multiple years working in a software support role
• Direct management experience preferred.
• A people-obsessed manager who puts the morale, development, and enablement of the team members first.  
• A highly process-driven leader who can identify areas of inefficiency and design and implement a process to streamline and scale the activity.
• A motivated individual who leads by example and embodies the behaviors they want to see in the team.  
• Excellent time and project management skills and ability to context switch with ease
• Excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, in email, and in person.
• A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry and who helps his/her team do the same.  
• Tech-savvy and comfortable toggling between various SaaS tools .
• A proficient user of Zoom, Google suite, Slack, Gainsight, and/or Salesforce a plus.

Benefits:

• Co-workers who care deeply about our mission to spur medical device innovation
• Flexible hours
• Work from home options
• Unlimited PTO
• Health insurance (vision, medical, dental)
• 3 months paid maternity leave
• Disability insurance
• 401k (with company match)

This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.

Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.