Job Description

Your role:

• Oversee the daily support queue, prioritize tickets, and ensure timely, high-quality resolutions for customer issues.
• Serve as the main point of contact for customer support, guiding clients through troubleshooting steps and escalating as needed.
• Streamline and improve support processes, workflows, and documentation to enhance team efficiency and consistency.
• Manage and mentor a small team of support specialists, providing coaching and performance feedback.
• Build deep product knowledge and understand how clients in the water and wastewater industry use the platform.
• Collaborate with Product, Engineering, and Customer Success teams to resolve complex technical issues.
• Maintain and update internal and external knowledge base content, including FAQs and training resources.
• Monitor support metrics and customer feedback to identify recurring issues and opportunities for improvement.

What you’ve got:

• At least 8 years of experience in technical support, ideally in a SaaS environment.
• 2+ years of experience in a supervisory or leadership role.
• Strong troubleshooting and analytical skills, with a customer-focused approach.
• Familiarity with tools like Zendesk, Intercom, Jira, or similar platforms.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
• Understanding of the water, wastewater, or environmental compliance industry is a strong plus.
• Bonus: Knowledge of regulatory frameworks like EPA or NPDES, basic scripting, database and API experience, and/or background in client onboarding and training.

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