What You’ll Be Doing:
We’re looking for a highly motivated and technical individual who is passionate about championing and driving customer product issues from discovery to resolution, in order to improve the product and empower our support team to more effectively and efficiently solve customer issues. You will be collaborating with stakeholders across Product and Support to surface trends and share actionable insights to enhance the customer experience. You’ll work to stay broadly knowledgeable about the entire Grow platform and customer experiences with the platform, and creatively find ways to teach and upskill our Frontline Support team through documentation, presentations, and 1:1 communication – all in an effort to reduce Jira volume, deflect from Engineering, and reduce Resolution time for customers.
In this role you'll be responsible for:
- Efficiently triaging internal tickets, ensuring that all requests are addressed promptly and that urgent tickets are escalated to the on-call teams in a timely manner.
- Owning and resolving a number of task-oriented issues, escalated to our team.
- Identifying and/or verifying bugs, and partnering with Engineering to fix them.
- Developing deep technical expertise of the Grow platform and features within assigned product areas throughout the Grow tech stack via standardized troubleshooting methodologies / tools and customer use cases.
- Efficient, high-quality issue resolution by quickly and thoroughly triaging cases to clarify customer goals, technical functionality, roadblocks, and impact scope, while identifying root causes of recurring issues and collaborating with teams to address systemic problems and enhance customer experience.
- Collaborate with peers to discover, synthesize, and share product insights with stakeholders in Product, Design, and Engineering, building rapport and influence while preparing structured reports and presentations that analyze customer pain points, trends, and recurring issues.
- Collaborating with CX Ops Managers, Team Leads, and Enablement to ensure that solutions to common customer pain points as well as troubleshooting and workflow guidance are documented and communicated to customer-facing stakeholders using the most appropriate processes and channels available.
- Creating, owning, and updating documentation for troubleshooting, completing tasks, triaging issues, and understanding the holistic Grow platform.
You’ll Be a Good Fit If:
- You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication
- You love problem solving; you’re naturally curious, especially about health tech
- You enjoy deep diving into technical issues and utilizing all possible resources until you find an answer/next steps.
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You communicate openly, know how to guide multiple teammates to work together on an issue, and are committed to providing time-sensitive responses
- You have strong interest in working closely in Jira and with Product/Engineering teams
- You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth
- Bonus points if you have basic programming skills (especially SQL) and/or interest, as well as education / training / certification in a business- or technology-related field, is a plus but not required
- You are skilled at identifying issue trends and patterns, using your ability to recognize systemic problems and suggest solutions.
- You understand and navigate data models effectively, applying this knowledge to technical problem-solving.
- You demonstrate structured and analytical thinking when tackling complex challenges.
- You are proficient in technical issue investigation using resources like logs, API tooling, and SQL, leveraging these tools to get to the root of problems efficiently.
The salary range for this position is $62,424 - $82,000 USD.
If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.
Note: Please upload your resume in PDF format
