Writer is hiring a
Enterprise support agent, United States

Summary

The job is for an Enterprise Support Agent at Writer, a leading AI platform that empowers enterprises like Accenture, Intuit, L’Oreal, and Vanguard. The role involves providing support to enterprise customers, working cross-functionally with different teams, and gathering feedback for product development.

Requirements

• Minimum of 3+ years providing technical support for an enterprise B2B SaaS organization
• Experience working closely with APIs, SSO/SCIM, and tools like Jira, Postman, and Zendesk
• Excellent writing and communication skills are essential
• Comfortable working on-screen with customers to overcome product issues
• Experience working with GenAI/LLMs

Responsibilities

• Provide excellent support to our enterprise customers, acting as the subject matter expert
• Triage and resolve customer issues through our ticketing app (Help Scout) and Zoom
• Support Writer team by answering internal product questions/requests in Slack
• Work closely with product & engineering to escalate and resolve deeper technical issues
• Gather and share platform feedback and feature requests with product‌ and design teams
• Resolve subscription and billing issues via Stripe

Benefits

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with company contribution
• Annual work-life stipends for: Home office setup, cell phone, internet, wellness stipend for gym, massage/chiropractor, personal training, etc., Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation, company stock options and 401k