About the team:
The Customer Support Team is responsible for Ignition’s day to day customer support through responding quickly to client requests and working to solve problems.
What your day to day will look like:
- Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
- Own customer communications and issues from initial contact until resolution. We use Intercom to do most of our support, but you’ll also be talking to customers on the phone every now and then.
- Collect customer feedback and influence the direction of the product.
- Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
- Develop and improve processes to scale support with the growing business.
- Create and maintain both internal and customer-facing documentation such as knowledge base articles.
- Work closely with Key Account Managers, Retention and Implementation, Marketing teams
