Remote B2B Support Specialist

Summary

Join Framework, a company committed to sustainable consumer electronics, as a B2B Support Specialist! This remote position, open to US and Canadian residents, focuses on providing excellent support to our growing business customer base. You will manage escalations from Tier 1 and 2 support agents, escalate issues to internal teams, and provide Tier 3 support for complex technical issues. The role also involves developing SOPs, documentation, and training for support agents. We offer a competitive salary, equity, and comprehensive benefits.

Requirements

• Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field
• 3+ years of experience in technical support and escalation management for B2B accounts
• Technical proficiency in Windows and Linux Operating Systems
• Hands-on experience building PCs from components and troubleshooting hardware/software issues
• Proficiency in Jira or similar issue-tracking software
• Proficiency in help desk or customer ticketing software systems (Kustomer, Zendesk, Jira Service Desk, etc.)
• Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner
• Inventiveness, curiosity, and a passion for building and supporting products that people love
• Familiarity working with Enterprise, SMB, and Federal customers
• Experience supporting automated Windows 11 deployments (Intune, Pluton, Autopilot)

Responsibilities

• Help define our B2B support strategy as we continue to scale our efforts in Framework
• Triage technical customer ticket escalations from our Tier 1, Tier 2 and Tier 3 BPO support teams
• Proactively identify and escalate gaps in the customer experience
• Provide the “Voice of the Customer” around trending technical issues to internal stakeholders through reporting shared on a regular cadence
• Build out knowledge base articles and guides to help educate internal support staff and the public on known technical issues and how to resolve them
• Collaborate with e-commerce, supply chain, logistics, and engineering teams to deliver best-in-class consumer experiences

Preferred Qualifications

• Previous experience in an early-stage startup
• Interest in tinkering with consumer electronics to see how they function or to replace/repair faulty components
• Familiarity with supporting international customer bases and working in multinational teams
• Previous experience supporting both consumer and business customers
• Previous experience with loss prevention

Benefits

• Competitive salary, equity, and health benefits
• Paid company holidays plus 20 PTO days per year
• Paid Parental Leave
• Flexible work hours and locations, including every other Friday off!
• 401K with matching for US employees
• The chance to work at a startup that is making a positive social and environmental impact
• $70,000 - $85,000 a year