Senior Customer Enablement and Support Specialist

Summary

Join our growing team as a Senior Customer Enablement & Support Specialist and enable Sayge's customers to realize the full potential of their organizations while empowering their people to achieve their personal and professional goals.

Requirements

• You have experience (2+ years) providing exceptional customer service in a contact center, retail, or other service environment (libraries, schools, medical facilities, etc.)
• You are comfortable overseeing a small team of 1–2 direct reports, and ideally you have some prior management experience
• You’re available to work full-time (40 hours per week) between the hours of 9AM –6PM in your local time zone (Monday–Friday, EST, Central, or PCT)
• You live and have legal authorization to work in the United States
• You’re comfortable running meetings for large groups of people and in smaller, one-on-one conversations with customers
• You’re resourceful and comfortable working with autonomy - you can find solutions to issues even when there is no clear path, or when you need to make a judgment call on your own
• You adapt to new processes and work with calm and precision while in a fast-paced, rapidly changing environment. (We’re a startup!)
• You’re comfortable with technology/computers and have excellent typing skills
• Your reading, writing, and communication skills are top-notch, and you’re good at keeping everybody on the same page when working with autonomy on a team
• You have a high level of understanding, patience, and empathy, and an ability to “write how you speak” (our customers expect human conversations more often than robotic, formal workplace emails)
• You navigate tricky conversations/interactions with professionalism
• You’re a quick learner and are confident in your ability to ensure that our privacy, confidentiality, and security practices are followed at all times in your work

Responsibilities

• Act as a trusted advisor for our customers, and provide recommendations and suggestions to ensure all of our customers receive the most possible value out of their partnership with Sayge
• Offer appropriate, needs-based solutions to customers to encourage them to expand their accounts, without being pushy or Sales-focused
• Advocate for Sayge customers by communicating pain points and issues quickly and clearly to senior leaders and the Product team
• Create and deliver updated (and, occasionally, customized) onboarding materials to new customers and their coaching participants
• Lead customer onboarding and participant kick-off calls when required
• Adhere to a daily schedule of answering customer queries via email (our primary support channel), live chat, and the occasional Zoom call
• Ensure customers receive a quick response by staying on top of your assigned tickets, with same-day ticket review
• Engage in empathetic conversations with end-users to identify and resolve issues, and create detailed, complete bug reports for our Engineering team
• Create and update Help Center documentation as we refine and create new features for the Sayge coaching platform
• Work cross-functionally with Product and Sales to create and deliver marketing materials for new products and features

Benefits

• Competitive salary range of $70,000 –$80,000 USD/year, based on experience and qualifications
• Potential variable bonus of up to 10% of base salary
• $1,000 WFH stipend
• A comprehensive benefits package, including: Health and Wellness: Access to premium health, dental, and vision plans
• Professional Development: Opportunities for growth and advancement within the company, plus access to learning resources to support your career goals
• Work-Life Balance: Generous paid time off, remote work flexibility, and parental leave