Limeade is an employee experience software company that helps build great places to work. Our platform unifies employee well-being, engagement, and inclusion solutions with industry-leading communications capabilities. Recognized for its own award-winning culture, Limeade helps every employee know their company cares. To learn more, visit www.limeade.com.
We're committed to creating a mission-driven, positive and inclusive culture of improvement made up of the best and brightest people in the business. And we've got the awards to back it up: Puget Sound Business Journal ranked us #1 Best Workplace in Washington, and Seattle Business ranked us one of the top three Best Companies to Work for in Washington State. In addition, we're one of the fastest-growing companies in North America (Deloitte's Technology Fast 500™), and Fortune magazine recognized us as a Best Workplace for Women. Limeade is a global company that embraces a distributed workforce and has users in more than 100 countries. Our headquarters are in Bellevue, WA.
About the role:
As a Technical Support Lead, you will be the go-to person for customer support related questions for our TINYpulse product. In this role, you will gain hands-on client support from initial user upload through problem resolution. To be successful in the role, you’ll need to possess a high level of customer empathy, sense of ownership, and a real passion for technology. Review the job responsibilities and candidate characteristics below, and if this sounds like you, be sure to apply! We look forward to hearing from you and learning more about your interests.
This position will report to the VP of Customer Success.
Manage customer product inquiries via email and Freshdesk, escalating high priority tickets to our development team.
This role is customer facing, and you’ll have internal and customer stakeholders as well as working cooperatively with our development team in Vietnam.
Closely adhere to and report out on ticket response and resolution to maintain our superior SLA’s.
Learn the TINYpulse platform inside and out including user bulk updates and basic integration support
Partner with VP to ensure any escalated tickets are resolved within agreed-upon timelines, process change ideas are implemented, and influence others towards action and change
Lead improvements by monitoring Freshdesk and Jira reports to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes
Coordinate creation and updates to a customer outage communication protocol
Mentoring and coaching less senior members of the team including job shadowing
Partner with VP to expand support hours or staffing as needed
Create and maintain support usage and cost metrics
Coordinate testing of new products and early access testing for Customer Success team
Partner with Product to maintain robust internal documentation and supportability for support staff
Support GTM readiness with Help Doc publishing, videos, tutorials and proactively identifying customer communication need
Ensure Support is ready to support product releases with understanding of new releases
SME across multiple product components which is applied to support strategies
Ability to demonstrate our values in an on-going and consistent way
3+ years of experience in customer-focused support type role
Deep understanding of technical and usability logic within a software or SaaS platform
Positive attitude and warm personality that shines through in customer interactions
Experience in a team-oriented environment, with the ability to apply yourself independently as well
Have a “DELIGHT customer” attitude and love being a part of a close-knit team
Bachelor’s degree or equivalent experience or aptitude
Strong and proven written, verbal and presentation skills
Data-driven with the ability to identify key metrics, monitor and track performance, and make solid business decisions
Excellent time management and organizational skills
Freshdesk experience a plus
Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities.
Please Note: Limeade is currently unable to support visa sponsorship for those living in the United States and working under an H1B visa.