Senior Customer Support Specialist

What You'll Do at Allego:

As a Senior Customer Support Specialist, you will manage inbound customer requests for technical support and services, and in doing so, reinforce Allego's award-winning reputation as a provider of fast and friendly support to all customers.

Daily life:

• This role requires you to be in the office at least once a week. Additional in-office days may be requested for special events or annual training.
• The Support team currently meets twice daily to troubleshoot together and discuss trends.
• 1x1 with your manager once a week.

How you'll make a difference:

• Tickets: Resolve incoming and technical Customer Support questions in a timely and accurate manner via email, phone, or troubleshooting screen-share meetings. The Support team also creates new customer systems.
• Escalation Resolution: Own the initial troubleshooting and assessment of sensitive or complex technical issues, determine whether the issue can be resolved within Support, and identify when escalation to DevOps is required.
• Mentorship & Leadership: Acting as a leader on the team, providing training and guiding support team members. Acts as a resource to guide customer support specialists with the next steps in their tickets, as well as translating technical information provided in AIS escalations into clear, customer-friendly information.
• Process Improvement: Designing and documenting technical best practices, procedures, and training programs. Building internal documentation to spread awareness and/or escalation processes for issues.
• Champion Change Management: Lead the team through organizational shifts with empathy and diplomacy, fostering buy-in and maintaining high morale during periods of transition.

Experience You'll Bring to Allego:

• 3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role, with demonstrated experience handling complex escalations and mentoring or guiding other team members.
• Excellent communication, writing, and problem-solving skills.
• Leads the team by example to align with company goals and changes.
• Experience with Zendesk is preferred.
• Calm under pressure.
• Detail-oriented and driven by quality.
• Flexibility to cover later hours occasionally.
• Exceptional conflict resolution, de-escalation, and client communication.
• Ability to operate in an extremely fast-paced and evolving start-up environment.

Compensation & Benefits:

$53,000 - $65,000 base + 10% variable + equity

Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:

• Medical, dental, and vision coverage
• Unlimited vacation
• Paid parental leave
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401(k) with company matching
• Short & long-term disability, AD&D, and life insurance
• Allego stock options
• This position is posted as hybrid, however remote candidates may be considered.*