Platform Support & Training Lead

Who We Are

RYNO Strategic Solutions is an innovative, full-service digital marketing company with 350+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.

Our Mission

Connecting people to local businesses that improve the quality of their lives.

Our Values

• We prioritize INTEGRITY and transparency in every interaction, building trust and delivering lasting value.
• We aim for EXCELLENCE in everything we do, ensuring exceptional outcomes for clients and continuous growth for our team.
• We take ACCOUNTABILITY for our successes and failures, fostering a culture of trust and collaboration to deliver impactful results.
• We think differently, pursue INNOVATION relentlessly, and embrace every challenge as an opportunity for growth.
• OBJECTIVITY drives our decision-making because data-backed solutions plus industry expertise wins every time.

Summary of Position

The Platform Support & Training Lead will be responsible for overseeing all support-related activities and developing training and documentation processes. Initially, you will personally handle support tasks while building and leading a scalable support team. You will collaborate closely with the development team to resolve technical issues and with the product team to provide feedback and raise concerns. This role is critical to the growth and success of our support and training function.

Position Responsibilities

• Stay updated on platform updates, roadmaps, current market trends, metrics, and technologies
• Triage, manage, and resolve support tickets, handling simple and complex issues
• Identify prioritization of requests to ensure appropriate resolution of issues and tickets
• Collaborate with the development team to troubleshoot technical issues and escalate more complex problems to the appropriate team members when necessary
• Ensure all support tickets are handled within service level agreements (SLAs) and identify and resolve bottlenecks or delays
• Ensure timely and consistent communication with requesters on resolution progress, roadblocks, and resolution
• Develop clear, concise, and comprehensive documentation for internal teams and external clients, reducing the volume of recurring support requests
• Create and deliver training materials for both internal teams and customers, focusing on improving the understanding and usage of our SaaS and AI-driven tools
• Help recruit and manage a high-performing support team, ensuring the team follows established processes and delivers high-quality support
• Work closely with the development and product teams to raise issues, track progress, and provide feedback on recurring problems or feature requests
• Track and report key metrics related to ticket resolution times, common issues, and documentation effectiveness to improve processes and ensure SLAs are maintained with high customer satisfaction
• Build, manage, and continuously improve a self-service knowledge base for internal and external use
• Additional job duties as assigned by management

Requirements

• 3+ years in a customer support or training role, ideally in a SaaS environment, with experience working independently and taking ownership of processes
• High attention to detail and output quality
• Experienced in and comfortable working with data, including running SQL and NoSQL (MongoDB, etc.) queries, using Postman, using multi-dimensional analysis tools (pivot-tables, etc.), troubleshooting technical issues, and working with SaaS and AI-driven tools
• Proven ability to write clear and effective documentation for technical and non-technical audiences
• Experience creating and delivering training materials for internal and external users
• Strong interpersonal skills to interact with clients, team members, and cross-functional teams
• Experience with developing and refining support processes to improve efficiency and customer satisfaction
• A self-starter mentality with a desire to grow the support function and lead a team
• Proficient with support ticketing systems such as Zendesk, Freshdesk, or similar, and project management tools like Jira or Trello
• Experien