Technical Support Lead
Friendbuy is on a mission to change how businesses acquire new customers. Our platform powers referral marketing (refer-a-friend programs) for startups, large enterprises, mobile apps and everyone in between. If you’ve ever referred a friend to Dollar Shave Club, Warby Parker, ClassPass or Glossier, you probably used Friendbuy.
The reason we win with great clients is because we have great people. Our team comes from MIT, Harvard, Carnegie Mellon, HubSpot, Zappos, Facebook, and we’re backed by leading investors including Greycroft, General Catalyst, eVentures and Conde Nast.
The Opportunity
Friendbuy is rapidly growing and we’re investing in how we service our customers. As the person spearheading our technical support mission, you’ll be an integral member of the company. We’re hitting our stride with amazing clients and rapid adoption, but we’re still early stage enough for you to make a huge impact! You’ll be joining a fun team in a great work environment, with support for mastering new skills and advancing your career.
As the Technical Support Lead, you’ll use your troubleshooting genius and passion for understanding the customer’s point of view to drive the end-to-end support process. You’ll work directly with world-class accounts to guide them through technical challenges and spread your product knowledge. If you are a problem solver, technology enthusiast, and have way with people, you’ll excel in this role and we want to hear from you!
- Field all incoming support requests from customers through chat and email channels
- Analyze and resolve customer issues, diagnose the root cause, and document research
- Serves as the liaison between Friendbuy and the customer
- Provide support for customer-facing internal teams on product questions
- Partner with the engineering team to investigate highly technical issues
- Track and measure support requests through entire lifecycle from submission to resolution
- Communicate status and push awareness of critical issues to customer success and management teams
- Become a subject matter expert in Friendbuy’s platform and customer use cases
- Use your frontline knowledge of issues impacting the customer experience to collaborate with product management team on recommended enhancements and bug fixes
- Maintain and improve Friendbuy how-to knowledge bases such as wikis, FAQs, and help articles
- Build out new processes and tools to provide the best possible services to our customers
- Assist in training customers and internal employees on how to use Friendbuy's platform
- Field all incoming support requests from customers through chat and email channels
- Analyze and resolve customer issues, diagnose the root cause, and document research
- BS/BA degree
- 2+ years experience in a technical support or customer service role
- Passion for delivering A+ customer service
- Ability to think strategically and keep cool under high pressure situations
- Highly motivated self-starter with strong self-discipline
- Well versed with support tools such as Intercom and issue tracking tools such as JIRA
- Familiarity with HTML, CSS, basic JavaScript, and Chrome DevTools
- Understanding of APIs and 3rd-party integrations
- Excellent verbal and written communication
- Comfortable working with cross-functional and geographically distributed teams
- Prior experience with SaaS B2B products
- Knowledge of ecommerce and marketing industries (preferred)
How We Work
We are a small, tight-knit team that recognizes the importance of collaboration. Willingness to wear different hats in this quickly shifting startup environment is key to our success. We take an iterative and continuous improvement approach to all aspects of our job. We have pride in our work and strive for excellence. Taking on new challenges and learning from one another helps us grow as individuals and as a company.
Perks
We work hard but we also know how to kick back and enjoy the journey. On Friendbuy Fridays we shut it down a little early and hit the patio with beer & wine to socialize with our co-workers and the other startups in our brand new WeWork building.
Within our private offices each person gets top-of-the-line hardware and optional standing desks. The common areas are spacious and campus-like with a “coffee shop” vibe. There’s plenty of coffee, tea and beer on tap. A few of the other benefits of working here are:
- Flexible vacation
- Competitive salary
- Continuing education
- Health insurance
- Employee stock options
- Bonuses for hitting company and group goals