You'll be the first CS hire at Sphere, building a full customer lifecycle function from scratch. Triaging customer issues, expanding contracts, and enhancing our CS ops stack. You'll get deep on cross-border compliance, protect engineering bandwidth, and operate with a high degree of autonomy.
Key responsibilities include:
- Full-stack CS: triaging customer issues, helping maintain industry-leading Time To Resolution metrics, expanding customer contracts, and assisting with technical implementation.
- Enhance our CS ops stack: managing customer support in Slack and using Pylon as our infrastructure.
- Build out CS processes/playbook: defining our CS processes and building a team underneath you.
- Ramp on compliance expertise: helping customers deal with cross-border compliance, a technical subject requiring expertise.
- Your first 90 days will revolve around stabilizing inbound, protecting engineering time, and implementing repeatable systems that scale.
We're looking for someone with proven experience building out CS processes, teams, and playbooks, preferably in early-stage startups. You should be comfortable navigating admin tools, reading API documentation, and handling basic data validation to resolve issues quickly.
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