Customer experience associate


Remote job description

At Persona, we're building the first universal and comprehensive identity infrastructure to help businesses of all sizes better serve and protect their customers' identities. Our identity platform enables businesses to securely collect and manage their customers' personal information, to verify that their customers' are who they say they are, to analyze and detect fraud and abuse, and to pull sensitive reports about their customers in a privacy-centric way. In a world where consumer behaviors are changing and privacy and identity are taking on a new meaning, we want to help businesses find their superpowers and do it while putting their customers, the people, first.

Here at Persona, we hold ourselves to high standards for how we interact with our customer organizations - large and small. As a Customer Experience Associate, you will be on the front lines supporting Persona's customers at each stage of their engagement and making sure they have a world-class customer experience.

Your day-to-day will include onboarding new customers, triaging, debugging and resolving customer issues, answering complex product-related questions, making product recommendations, troubleshooting technical issues, directing customers to relevant documentation, contributing to documentation, guides and other resources, and implementing processes to improve efficiency of support.

This is a highly cross-functional role. You will work closely with solutions engineering, customer success, product, and marketing to collect and synthesize customer feedback that will directly impact Persona's product roadmap.

What you'll do

  • Be the point of contact for the support needs of emerging customers, resolving customer questions and issues at various stages of their lifecycle post-close, ensuring a timely and accurate response to unblock customers
  • Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage, resolve or escalate technical issues as needed
  • Understand Persona's product and platform deeply and be able to troubleshoot issues, educate customers, and make recommendations
  • Track and surface trends in customer issues, which will feed into scalable resources and in-product guidance
  • Write and maintain documentation, tutorials, and guides to improve the customer experience and scale support
  • Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap

What you'll bring to Persona

  • Experience in a customer experience, customer support, or product support role that requires deep product knowledge, ideally for a technical and complex product at a SaaS company
  • You have fantastic writing and verbal communication skills, with an emphasis on clarity.
  • You can communicate complex issues to both technical and non-technical audiences via email, Slack, and phone
  • An understanding of, or a willingness to learn about, technical concepts including, but not limited to, APIs and SDKs
  • You have strong attention to detail and are extremely organized
  • You have strong customer empathy and are excited to become an expert on Persona's product.
  • You're good at multitasking, moving quickly, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency
  • You enjoy coordinating and collaborating with internal stakeholders to meet business goals
  • Experience with Zendesk, JIRA, and Slack is a plus
  • You have a growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking, and are excited to be a great teammate!

At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEI Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.

We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you'd like to better understand what it's like working at Persona, feel free to check out our reviews on Glassdoor.

Company name: Persona
Remote job title: Customer experience associate
Job tags: business services

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