Salt Lake City, UT30+ days ago
In this role, you will Manage and grow a team of both Tier 1 and Tier 2 Product and Technical Support responsible for working directly with customers via email Own the Support product, which includes our help center, internal knowledge base, chat bot, and function and engage with customers and state and local jurisdictions as needed Work closely with the Technical Solutions team to expand the resolution rate of Technical Support Partner with Tax Operations teams (Filing, Registrations, and International) to increase Tier 1 Support ownership Lead cross-functional initiatives to improve in-product Customer Support What excites us You are customer-focused and have an extensive background of pushing for features and processes that are customer first You have a strong analytical background with at least 4 years of experience in managing Technical Customer Support teams You use data to make informed decisions and present findings to your team and the broader organization You have experience working with Product and Engineering teams to improve the product and internal tools You enjoy engaging with customers and stakeholders and take a proactive position when solving challenging problems Nice-to-have: you have experience building on Zendesk What we offer The equity upside of an early-stage startup with the product-market fit of a later-stage company. Our customers include: 40% of Forbes Top 50 AI companies 20% of Forbes Top 100 Cloud companies Top companies like Notion, Anthropic, and Cursor Were making compliant digital commerce a reality for companies big and small, backed by over $100M from leading investors including Spark Capital, Sequoia, Index, and Khosla Ventures.