Field Nation is hiring a
Customer Support Enablement Specialist, Remote - United States

Summary

The job is for a Customer Support Team Development Manager at Field Nation, responsible for improving internal processes, developing playbooks, assisting with customer escalations, building resources, supporting QA initiatives, fielding internal questions, consolidating feedback, fostering empathy and customer-centricity, cultivating relationships, serving as a backup to the Support’s Training Specialist, acting as a liaison between Customer Support and Product Teams, and having experience in technical/team training, customer support, and/or customer call center environments. The preferred location is Minneapolis, MN.

Requirements

• Effective/Driven executor with a passion for accuracy and detail while having a high level of responsibility and ownership
• 2-5 years of experience in technical/team training
• Genuine passion to improve the customer experience and naturally empathetic to all internal and external users
• Previous experience developing and documenting internal policy/processes
• Confident communicating with internal and external leadership staff in an empathetic and constructive manner
• Natural curiosity to learn new software while clearly articulating and documenting how it works/impacts users
• Experience in training, customer support, and/or customer call center environments
• Excellent verbal and written communication skills including presenting to variety of audiences
• Experience using Salesforce or similar CRM, ServiceCloud knowledge preferred
• Experience working with international reps is preferred
• Excellent interpersonal and organizational skills and enjoys connecting the dots for others
• Ability to thrive in a fast-paced, high-growth technical environment
• Ability to multitask and prioritize projects based on deadlines
• Demonstrated time management skills
• Experience at a technology company preferred
• Excellent technical writing skills

Responsibilities

• Participate in cross-functional and inter-departmental meetings
• Roll out and communicate new go-to-market strategies and product launches to the Customer Support team, identifying and resolving inconsistencies or issues that may arise
• Collaborate with the VP of Customer Support & Resolution and the Support Center Manager to identify and address team and process concerns, focusing on improving process efficiencies and streamlining case management workflows
• Assist with customer escalations as needed by listening to the concerns, building trust/rapport, communicating our set up/processes, sharing best practices, and/or adjusting those processes based on feedback given
• Develop and implement playbooks for various support team roles, focusing on both process execution and customer experience best practices, with a strong emphasis on emotional intelligence (EQ)
• Assist with the rollout of new processes by ensuring all Customer Support Teams are fully prepared to communicate and execute changes externally
• Continuously review and analyze internal processes to identify opportunities for efficiency improvements and to recommend actionable enhancements
• Build and maintain resources that reduce the overall number of support cases, enabling Customer Support Teams to decrease resolution times and enhance the customer experience
• Support QA initiatives by identifying areas of improvement and ensuring high-quality support outcomes across all teams
• Field internal questions regarding the platform, Salesforce, or Customer Support and address any concerns or need for documentation/training
• Consolidate and communicate feedback on tech stack gaps or enhancement opportunities and champion with internal leadership
• Foster a culture of empathy and customer-centricity, demonstrating a genuine passion for improving the customer experience for all internal and external users
• Cultivate strong relationships with key internal and external stakeholders, including those in the Minneapolis office and international locations, to ensure effective collaboration
• Serve as a backup to the Support’s Training Specialist in the development and delivery of new hire training, as well as continuing education and professional growth courses for all Customer Support teams
• Act as a liaison between Customer Support and Product Teams, advocating for product improvements and assisting in the prioritization of requests based on customer needs and feedback

Preferred Qualifications

Knowledge of the Field Service industry or within a marketplace is a plus

Benefits

• Unlimited paid time off
• Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
• Individualized growth + development plans
• Strong values around work/life balance
• Community involvement opportunities
• Competitive benefits: medical, dental, vision, paid parental leave + 401K
• Exposure to cutting-edge technologies to solve meaningful problems