Cutover

Product Support Lead

Cutover

Remote job description

At Cutover, we're focused on helping Enterprise teams move quickly with confidence, so we've built the world's first enterprise-wide work orchestration and observability platform that enables seamless human and machine collaboration. This year we announced a $35 million Series B financing round led by Eldridge (alongside existing investors Index Ventures, Sussex Place Ventures, and Contour Ventures) and we're thrilled to be embarking on our next exciting chapters of growth.

We're passionate about fantastic customer experiences - a key part of this is how we look after our clients. With this in mind we're building a specialist Product Support team to serve as customer advocates and problem solvers.

As our Product Support Lead you'll be core to shaping the success of this mission, and helping to take our customer support experience to the next level.

What you'll be doing as our Product Support Lead:

  • You'll have the opportunity to take ownership of the day-to-day support. You'll be taking on technical enquiries, usage questions and keeping customers updated via live chat and email tickets
  • You'll build internal support documentation, training and process creation from the ground up
  • Partnering closely with QA and engineering teams to expand technical support knowledge
  • Investigate, troubleshoot and document product issues
  • You'll become a subject matter expert in the product features and functionalities
  • Working with Product, development and UX teams on product enhancements by providing the voice of the customer
  • Collaborate closely with internal teams on customer trends, feedback, concerns and opportunities
  • Generating support reporting and analytics to share with stakeholders
  • You'll take ownership of ticket quality, customer satisfaction and employee feedback
  • Aid in scoping support tools
  • What we'd like you to bring to the table...
  • You have prior support leadership experience looking after a cloud based SaaS products or platforms
  • Experience working within ticketing and reporting systems (e.g. Jira, Intercom, Zendesk, Looker etc)
  • You're approachable, self motivated and customer focused
  • You communicate with diplomacy, empathy and tact
  • You're a great collaborator, comfortable working with stakeholders of various seniority levels
  • You're fluent in written and spoken English (other European language proficiency an advantage) with a professional but friendly writing style
  • You're a natural problem solver with a calm and considered approach to issue investigation and resolution
  • You love a good process and are not afraid to get stuck in suggesting improvements when you see they're needed
  • You're curious minded and love to continuously learn and challenge yourself
  • Adaptable and comfortable with change and learning on the fly
  • If you have exposure to programming/development languages and command lines, there's another high five coming your way!

The good stuff...

  • You'll be given a solid compensation plan, with share options included.
  • You'll have a strong benefits plan: 25 days of PTO (+ bank holidays), a top-tier private health insurance package, a 5% pension contribution, a learning and development allowance, and all the company swag you could ever need.
  • We believe in a flexible, autonomous way of working. We provide work from home stipends, and we have built a trusting environment together: do great work, and build an office+home schedule that suits your scenario.
  • You'll get to learn from some pretty cool people across Cutover's global business - we have an incredibly diverse array of leaders here, and you'll benefit from hundreds(!) of cumulative years of top-tier experience on your doorstep.
  • You'll be part of an early stage, rapidly scaling Technology Organization with a meritocratic approach: we want to promote and retain our top performers.
  • Safeguarding the mental health of our teams is paramount for us. If you'd like to, then you'll be able to avail of multiple Cutover mental health initiatives, from fully subsidized therapy sessions, through to subscriptions to leading wellbeing platforms (and lots more in between)

Interviewing with us

Through our interview process, we aim for you to hear more about the challenges we work on and the problems we look to solve; to give you a great experience while meeting our team; and to ensure you leave with a good understanding of life here at Cutover!




Summary
Company name: Cutover
Remote job title: Product Support Lead

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