Customer Support Engineer Lead

GoSite creates simplified technology for the small businesses that drive America’s economy. Our software empowers businesses to have everything they need in one place to connect with their customers in the digital era. Our cloud based suite of mobile and web tools transforms the way our customers run their business, on the go and everywhere.  

The Customer Support Engineer Lead will grow and oversee a team responsible for supporting customers using the GoSite product suite.  This position requires you to be customer-focused and passionate about helping our customers leverage GoSite’s Platform to manage and grow their business. The CSE Lead will be fully hands-on with supporting our customers while helping to develop the team and processes.  You will work directly with our customers to triage and debug technical issues and assist the product team by capturing product feedback. Day to day, you will lead the team to participate in customer support interactions via ticket, chat, and phone/video to ensure metrics are met by the team and each team member. As our company grows, and we launch new offerings, the requirements of this position may shift. You should be comfortable with change and have interest in continually learning and advancing your skill set. If you’re looking for an opportunity with accountability and ownership, and you’re excited about contributing to a high-growth company where you can make an immediate impact, continue reading!

This will be a new role to GoSite.  The successful candidate will assist in the hiring process for team members, assist in defining and building processes, and will remain hands-on with addressing customer issues.  Initial key metrics will include customer satisfaction, ticket response time, and ticket lifecycle.

Responsibilities

• Lead a team providing remote Technical Support to GoSite customers and partners
• Coordinate with senior leadership to define and implement strategy and initiatives for growing and improving the customer support experience
• Take ownership of customer issues and see problems through to resolution
• Handle technical escalations, engaging appropriate teams and/or leaders, as appropriate
• Independently diagnose and resolve problems in the GoSite product and 3rd party integrations to GoSite
• Provide guidance to customers on recommended practices and help drive product adoption
• Author knowledge-based articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions for common and/or known issues.
• Work with the Engineering team to recreate customer issues
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Design, define and document support processes, training and knowledge-based articles for customer and internal consumption
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Efficiently and effectively communicate with customers and internal teams
• Take ownership of customer issues and see problems through to resolution

Qualifications

• Minimum 5 years of experience in a customer service or technical support role with 1-2 years serving in a lead capacity
• Strong technical aptitude and critical thinking skills
• Excellent communication, presentation skills, organizational, and time management skills
• Strong background in customer experience and/or customer onboarding
• Ability to adapt and learn quickly in a fast-paced environment
• Ability to work as part of a team
• Solution-oriented, can-do attitude, with problem solving skills
• Ability to establish and maintain professional relationships
• Ability to work independently and remain on task while working fully remote
• Manage a high volume of outbound calls

• Daily, weekly, and monthly activity metrics being achieved.

Compensation: based on experience: $70,000-80,000 salary + Equity

• Company subsidized medical, dental, and vision insurance plans + FSA
• Generous personal time / vacation time + sick time + paid holidays + paid day off for your birthday!
• Monthly Stipends for Wellness spends and Wifi/phone
• 401k plan

GoSite is an equal opportunity employer. Individuals seeking employment at GoSite are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.