Customer Support Operations Specialist

Customer Support Operations Specialist

About Us

SINAI’s mission is to provide organizations with the technology necessary to build deep decarbonization strategies. Our tools engage organizations to automate carbon analysis and reporting for their entire operation, transforming the way they interact with their business, value chain, and the environment.

We look for a diversity of ideas, talent, and exceptional individuals who are experienced with building new solutions from scratch, are comfortable with making tradeoffs to deliver high-value outcomes, are proactive, take ownership, and enjoy working in a fast-paced collaborative environment.

No prior knowledge of GHG accounting, environmental science, or climate change is required, but we expect you to be a quick and voracious learner. Come define the category of decarbonization intelligence with us!

About the Role

What it is

As a main point contact for our end-users, you will be integral in ensuring that their experience with the product is as seamless and enjoyable as possible. In this role, you will be part of an agile software development organization, on a team focused on putting our customers first. You will ensure that our customers have easy access to effective help guides, in-app guidance, and a help center that is easy for our customers to use. When issues arise, you will own troubleshooting and triage to mitigate any downtime and frustrations.

What you’ll be doing

• Serve as an internal resource for product knowledge and collaborate across departments to identify solutions to technical requests from end-users and internal teams
• Develop our knowledge base and add content to our resource library based on resolved cases and perceived customer needs
• Lead the strategy on self-service customers
• Set clear performance objectives and KPIs for the team, aligning them with our business goals and growth targets.
• Develop and implement scalable customer support processes, policies, and standards that align with our startup's goals and priorities.
• Monitor and analyze customer support metrics, such as response time, resolution time, and customer satisfaction, to drive continuous improvement.
• Identify operational inefficiencies and leverage automation and technology to streamline workflows and optimize resource allocation.
• Implement and maintain customer support tools and systems, ensuring they align with our startup's unique requirements.
• Stay on top of industry trends and emerging technologies, identifying opportunities to enhance our support operations.
• Proactively address customer queries, concerns, and escalations, ensuring prompt and effective resolution.
• Monitor customer interactions, provide coaching and feedback to representatives to enhance their product knowledge and customer service skills.
• Collaborate with cross-functional teams, including Product, Engineering, and Sales, to drive customer-focused process improvements.
• Build and improve upon our debugging, triaging, escalation, and resolution protocol to make support a timely and delightful experience for our end users
• Aid with prioritization, planning, technical investigation, and critical communications around high-priority customer inquiries and incidents

About You

Preferred Skills & Experience

NOTE: If you are excited by this opportunity and believe you have the skills and experience to excel at it, but are concerned you don’t meet 100% of the below criteria, please apply anyway.

• 4 - 6+ years of relevant customer support or similar experience in a SaaS or software company
• Experience managing customer expectations and resolution of technical issues promptly
• Experience implementing and using help desk software and remote support tools
• Hands-on success building help documentation library and user resources
• Familiarity working with large enterprise customers
• A passionate and proactive team-player
• Exceptional written and verbal communication skills
• Empathetic, positive attitude with a desire and the ability to solve problems for customers
• Highly organized, process driven, and detail-oriented
• Flexibility, able to operate effectively with uncertainty and change
• Experience working in a fast-paced, high-pressure startup environment

SINAI Technologies

SINAI is a San Francisco-based technology company focused on transforming how companies to price, analyze, and reduce carbon emissions worldwide. We are passionate about technology and the environment. Our mission is to engage companies and governments to incl